Users using the KB Article "Helpful:No" option when they should be submitting a ticket

[amarks]

Hi folks,

I just wanted to see if others had come across this. As we've been exposing our KB to our community, we are finding people are more and more using the Knowledge Feedback Option of Helpful:No and commenting in lieu of submitting a ticket.

I realize there are many ways to address this, but since we are using a relatively OOTB Employee Center presentation, I wanted to see if you had come across this and, if so, how you chose to address it.

Thanks,

Adam

[Eoghan Sinnott · Accepted solution]

Hi Adam, 

Having also experienced this it really has just come down to an education piece. One of the main reasons we deactivated the comment box under Knowledge articles was because employees were using it for similar reasons. Since we removed it we are seeing it less often, but some still are trickling in through the KFT's. 

We have added a footer to all pages on the Employee Center that contains two links, one that directs straight to an option for the user to log their own self service ticket, and the other opens a knowledge article that has all the different methods of contacting the Service Desk. This at least gives the user a visible alternative method for raising a ticket. 

You could maybe look into setting up some automated responses for when a feedback task is created, containing information that if it is related to a support issue they need to follow the correct process. This could be an email after the feedback is left, or even part of the pop-up box when they are given the different options for why they marked the article as not helpful. Or even triggering a self serve ticket (not sure what options you currently use) when feedback is left containing certain trigger words.

Regards,

Eoghan

Please consider marking my reply as Helpful and/or Accept Solution, where applicable. Thanks!

[amarks]

@Eoghan and all who replied, many thanks.

May I ask, for the "footer," are you using a knowledge block, something you've placed on your form, or something else?

[Rene Dugas]

We are presently playing around with our different feedback options and as Eoghan mentioned, it comes down to education and training.
We do notice that the feedback options aren't always well understood by users.
We are trying a new thing this month, a 1 step guided tour.
Near the comment field we will be triggering a 1 step guided tour (basicaly a pop up message) to explain how to use the comment filed and explain its purpose + directing to a support page if needed.

This can also be done with the helpfull yes/no feedback option.

Hope this can help

Rene

[shannont]

Hi @amarks ,

Can you provide more context as to the problem? Sounds great that users are actually providing Feedback which is always great, however, are you suggesting that they are using Helpful = No incorrectly to report something that is broken where they should open a ticket? If it's truly feedback and they are saying the article isn't helpful, then you'd want to ensure you're using Feedback Tasks which would get created in that instance.  

If your users are reporting an issue via Helpful = No, this is not something we've come across.  However, training is always helpful and guided tours are a great method.