The Analytics Feedback displays an analysis of the Helpfulness Score and the Article Votes. It also shows the Feedback comments that can be entered when visitors add a "Yes" or a "No" Vote.
In this Article
How Visitors Enter Comments for their Votes
Using the Analytics Feedback
Information Displayed in Analytics Feedback
Creating Tickets from Feedback
Displaying the Activity Metrics for a Specific Article
Exporting the Feedback on Articles
How Visitors Enter Comments for their Votes
Votes are made on articles in the "Was this article helpful?" section of an article.
If you have installed the feedback form as part of the Analytics Setup, additional Feedback comments are entered if a user clicks the Yes or the No button in the "Was this article helpful?" section of an article.
The following is what displays with the standard Feedback form when a visitor clicks Yes.
The following is what displays with the standard Feedback form when a visitor clicks No.
The comments allow you to collect text feedback from your visitors when they send a vote, so you can better understand the reason for this vote. Refer to (Optional) Install the Feedback Form in Setting up Help Center Analytics.
Using the Analytics Feedback
The top of the Analytics Feedback tab displays a graph with information on the Votes, for the selected period and filters. This is shown as the number of Votes for the articles and also as a Helpfulness Score, which is calculated as the percentage of positive (Yes) Votes out of the total number of Votes.
Below this graph, the Analytics Feedback tab displays the Feedback comments on the articles, for the selected period and filters. They are shown with the most recent Feedback comments displayed first.
If you have not installed the feedback form in the Analytics Setup, the area below the graph displays as follows and, to install the feedback form, you can click the link for these instructions to redisplay the Analytics Setup and follow the instructions for installing the Feedback Form.
Or
- In the top right menu, click the Profile button.
- From Help Centers, select Feedback Form Setup.
Information Displayed in Analytics Feedback
This graph initially displays a summary of the Helpfulness Score.
You can change this to display the graph for the Up Votes, Down Votes or Total Votes by clicking the relevant heading.
In the Feedback Graph
| Helpfulness Score | The Helpfulness score is calculated as the percentage of positive (Yes) Votes for the articles, for the selected period and filters. out of the total number of Votes for those articles. |
| Up Votes | The number of "Yes" Votes (thumbs up) for "Was this article helpful?", for the selected period and filters. |
| Down Votes | The number of "No" Votes (thumbs down) for "Was this article helpful?", for the selected period and filters. |
| Total Votes | The total number of Votes, both Yes and No Votes, for the selected period and filters. |
In the Feedback Comments
| Date | The date the Feedback comment was entered. |
| Article | The article for which the Feedback was entered. |
| Feedback | The Feedback comment entered by the user. |
| User |
The type of user. This shows as: |
| Edit button |
Where the visitor who voted was a signed in Zendesk user (and shows the User as either "End User", "Manager" or "Agent") the Edit button is shown. Clicking Edit opens the user's profile in your Helpdesk. |
Creating Tickets from Feedback
You can configure Analytics Feedback to create a new support ticket in your Zendesk Support whenever a visitor shares feedback on an article.
On the Analytics Feedback, click the checkbox Create a ticket in Zendesk for each new feedback item received.
This sets the configuration so that when a visitor adds a new feedback to a Help Center article, a support ticket is automatically created.
All tickets created from Help Center feedback:
- Have the tag "swifteq_article_feedback" automatically added to them.
- Have a subject line that starts with "Help Center Feedback followed by the article title.
- All tickets are created with the user as "Anonymous " to keep the identity of the visitor hidden to apply with General Data Protection Regulation (GDPR).
The following is an example of the ticket created.
To stop tickets being created, uncheckmark Create a ticket in Zendesk for each new feedback item received on the Analytics Feedback page.
This is because the Help Center Manager app calls the API /requests API endpoint to create a Zendesk ticket. The API will fail if any fields that are required when submitting a ticket do not have information. You can check in your Zendesk Admin Center if you have any fields that are required in tickets. Refer to the following Zendesk Help article Making conditional ticket fields required.
Currently, the only solution is to set all fields as not required when creating a new ticket.
As an alternative, you can track the feedback inside the Help Center Manager app and regularly export it as a .csv file so you can read it, sort it and decide further actions. Unless you receive a significant number of feedbacks each day, this alternative should work well.
Displaying the Activity Metrics for a Specific Article
In the Feedback tab, for an article that holds a Feedback comment, you can click anywhere on the row for the article to display the Article Metrics for that article.
For details of what displays in the Article Metrics, refer to Displaying Article Metrics for a Specific Article and the Visitor's Journey.
Exporting the Feedback on Articles
You can click the Export button to export the metrics, or the feedback comments section, as a .csv file.