This would be great for additional feedback.
Status: In Development
Status history
I agree, would be a great feature
I totally agree. Given that this is a feature that Hubspot already have for your own Knowledgebase, it seems obvious that your customers would want it too! Please add this function.
I agree, it’s a necessary feature for feedback. Please use the same technology that HubSpot uses for their knowledge base.
+1 for this feature
Why even collect an email address if we can’t collect the feedback on the spot? This was a built-in feature of our last service ticketing system and without a comment box, the rating tool is pretty useless. We do want to hear what we can improve on and what is missing from our articles. Please reconsider - we’ve already received complaints from our customers that they can’t leave feedback on KB articles.
Also as it turns, out we can’t really identify who left what feedback on the articles, so follow-up is also moot. This is how the support team recommended I find the contacts. https://drive.google.com/file/d/1CgEEN6E7LySalwkuGTPybGXS-vJcqbbp/view?usp=sharing
It would be lovely to be able to correlate the following data:
- Contact info of submitter (email)
- Which page?
- useful / not useful
- Response to “What were you actually looking for instead of what you found on this page?”
If it were just the correlation of textual feedback with the page URL/ID for unuseful responses, that would be very valuable in helping us improve our knowledgebase.
Would like this feature!
We would find such a feature really useful also, as we want to make sure that the informaton available in our knowledge base articles is helpful as possible to our users.
A “No” tthe question “Was this helpful” does not tell us why the user found it unhelpful.
It oculd be that they have not found hte right article, which menas we might need more tags, or it might be that there is not yet an article for the area they want, or that the article is just no good! How would we know? We need to be able to get their feedback..
Please do consider adding some feature to assist in this.
Thank you.
this is definitely needed! only telling us that this was “unhelpful” is of no help. Setting up an email workflow for the ones who rated “unhelpful” also does not work as many of them are visitors on the website so not a hubspot contact. setting up CSAT is also just a workaround as that’s KB in general & not specific to a particular article.
The ask is not too much. It’s just that a followup comment box appears which asks them to share the reason & their email
This is something that we also would have great use off, as mentioned in this thread a simple “yes” or “no” if the article was helpful doesn’t really give us too much and requires alot more work compared to a comment section where we could get specific feedback.
Really hope this can be implemented.
Agree this would be helpful
This idea is really AWESOME! Users can leave their feedback right after giving the vote Yes/No and thanks to that we know what’s wrong. Instead of sending extra emails or correcting articles “by feel”
It amazes me that I can select how I feel about something in Beta testing (service portal) for Hubspot and leave a comment. But, I can’t do that for knowledge base articles.
This would be very useful
For anyone who is interested, I devised a way round the lack of this feature.
I have a standard paragraph that I paste at the bottom of every new article. It asks was this helful, thanks them for reading and invites readers to reply and comment or ask a question.
I add an email link that I customise for the header title of the article. The email goes back to our support team.
I put it in a callout note, so it’s like the footer of every article.
I saved it in a word doc, so it’s always the same text, and I update the email link each time.
However, most readers seem to prefer to just pick up the phone and call the support team..but it does give them the option to reply if they want, and is a good “end” of the article.
+1
We need to ask the customer for a feedback when it’s still relevant and fresh.
Simple YES/No question is not helpful. This is a must.
Especially since HubSpot themself have exactly this option in their articles.
It’s available on Hubspots own help site so whatever knowledge base tool they use (obviously not their own) they think it’s a good feature.
All hubspot need to do is offer up the article rating No button as a input trigger into a form or CTS.
HA ha - good point AStaffordFMN!!! Just shows they don’t use their own product, so how can they know if it delivers!!
If anyone is interested I have been able to utilise an embeded form to provide a text box with a submit button that can be added to the bottom section of knowledge articles. It does sit above the current helpful Yes/No buttons but does send through an email with the page title and the entered text from the users to the specified user or groups in the form options.
To setup you can do the following:
- in HS go to Marketing > Lead Capture > Forms
- Create an Embeded Form
- Create a new multi-line property to record the feedback comments
- Add this propery to the form
- You can remove the default email property if you don’t want the user to provide it
- Choose the other form options as you need and then update
- Copy the form script code
- Edit your knoweldge article and insert an Embed item
- Paste in the script code into the embed item and save the article.
- View the article to see the embded form (see my example)
I included the embed object between two horizontal lines and also included a heading 4 text so I could tell there was something in the article because HS doesn’t actually show you there is any object inserted in edit mode unless you select it (strange I know)
Hope this helps out peeps 