Can you delete incorrect feedback?

[Kate Paterson]

Hi all,

Is it possible to delete incorrect feedback/ratings.  I am getting feedback that articles are unhelpful and when I query it the user says they made a mistake. What can we do in that instance as it affects the overall stats.

[BharathChintala]

@Kate Paterson Yes we can delete them but not in one place that will activity in multiple tables.

[Pam Calvey]

I'm not sure if our states are OOB or if we're using them in an OOB way, but we just move incorrect feedback to the state "rejected" and move on. Likewise if we get a Helpful No or 1-3 stars, and the customer won't respond to our queries as to why, and we don't see anything wrong with the article, we reject it. 

Another thing we did to lessen incorrect feedback was put a disclaimer on the comment box that it was not to be used to ask for an incident or request as outlined in the article. Before we did that 25% of our feedback records were rejected for that kind of problem. 

So more of a process answer than a technical one. 

[Dr Atul G- LNG]

Hi Mate,

It is not a good practice, I can understand from the operation side that is not useful feedback. You can delete but it is not on one table and had multiple relationships as well.

Please mark this response as correct or helpful if it assisted you with your question.

Regards
Atul G.