Logged (SWIFTFOUR-367) Require Comment on "Not Helpful"

[acenetryan]

When users are clicking "Not Helpful" for a knowledgebase article, I would like to require them to submit a comment. It's quite frustrating when there is exactly 1 answer to a question and users still somehow manage to find the answer "Not Helpful".

[supportskins]

Interesting, however I feel this setting should be optional.

[acenetryan]

Whoops. Didn't mean to imply it should be mandatory. I agree, optional.

[John Haugeland]

The way I read that was to say "I wish I could make this mandatory on my helpdesk". I agree, this would be an interesting feature. This is being taken into consideration.

[acenetryan]

Kind of a bump, kind of a suggestion for anyone stumbling upon this thread.

While I'm waiting for this to be implemented, I'm taking notice of our users' patterns for rating our KB articles. It has become fairly obvious to us that a user rates an article as "Not Helpful" not because the article does a poor job of answering the question it was written for, but because it does a poor job of answering the question the reader wants answered.

For example, we have a video demo showing how to Terminate an Account within WHM. You would think, "Jeez, how could someone rate this video as not helpful? This is THE way to terminate an account in WHM". The problem is that users will search the knowledgebase looking for, say, how to cancel their account and will find that KB article.

We find that explaining the purpose of the article itself before even delving into the how of it prevents users from mistakenly rating an article for something it was never intended to explain in the first place.

We originally had a "How To Reset your cPanel Password" video demo showing how to login to cPanel and reset your cPanel password. Users were rating it poorly because they didn't know their current cPanel password. After prefacing our video demo with details regarding prereqs for performing it (namely needing to know the current pass), users who don't know their current password don't view the demo and thus don't rate it poorly.

[Jamie Edwards]

SWIFTFOUR-367