Has anyone found a better method for collecting feedback from their knowledge base articles?
The current YES/NO tool is insufficient for my use-case because I get zero context why someone likes or dislikes a given article. They aren’t even given the option to provide that much-needed context. Note my KB is private, so only registered users can see it.
Additionaly, the built-in analytics page still isn’t fully up and running. I can’t see search-releated analytics yet.
The KB doesn’t seem to allow for alternative forms, so I’m wondering if anyone has found a better solution.
Hey, @AHenry74 
Thanks for the feedback. In this case, I don’t have a workaround to offer. And I’d like to invite some of our community experts to the conversation — hey @EmmaAtKiwi @Phil_Vallender @RubenBurdin do you have any thoughts on other ways @AHenry74 might tackle this project?
Thank you very much! — Jaycee
@Jaycee_Lewis thanks for the mention.
@AHenry74 you are right “Yes/No” alone leaves you blind when an article flops. From what I know, HubSpot hasn’t shipped inline open-text feedback yet (see the long-running idea thread: community.hubspot.com)
Here’s how you can do it while we wait:
• Add a real form to each article footer. In Design Tools, open your KB article template, drop a HubSpot form module (or embed code) after the body, and hide it with smart rules for logged-out visitors since your base is private. Ask, “What was missing?” with a long-text field—it pipes straight into the CRM timeline. HubSpot’s template editor lets you do this without breaking the theme. knowledge.hubspot.com
• Trigger a follow-up survey instead of inline. Service Hub Pro gives you custom feedback surveys; set one to fire immediately after a contact views an article (Page view criteria). They click a link, rate 1-5, and leave comments. Not as slick as inline, but you still capture context.( knowledge.hubspot.com , knowledge.hubspot.com)
• Switch on the new search-analytics reports. The Knowledge Base Performance screen now shows Most Searched Terms and “No results” terms—great for spotting gaps. If you don’t see it, HubSpot says the feature is rolling out; ask Support to toggle it or wait a few weeks. knowledge.hubspot.com
• Third-party insight while you pilot. Drop Hotjar or GA4 on the KB template—private login still allows their script. Poll widgets and session heatmaps quickly reveal why readers bounce.
From what I can see, those hacks give you actionable comments today, and you won’t lose them when HubSpot eventually ships customizable article feedback.
Hope this helps.