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10-22-2024 01:12 PM
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
Solved! Go to Solution.
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10-25-2024 01:47 AM
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!
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10-25-2024 07:55 AM
We have a tagline on our feedback box that says " Provide feedback on article content -- Do not use to request support". This greatly decreased the amount of help requests that came in. When we get No responses or 1-3 star ratings, we check the article to make sure there are no glaring errors, and if there are not, we reject the feedback record and respond with a request for more information if something was wrong with the article. Usually, the "no" or "1-3" is attributed by us to sour grapes about an unpopular new procedure or system change. We are still on V3, do not have feedback tasks enabled. Hope to do that next year.
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10-29-2024 11:18 AM
@Pam Calvey - We do something similar with the tagline in the feedback box. It helps us too, but we are going to tweak it to try and see if it helps more. As others have said, it will be hard to stop completely since users will find any way possible to try and reach someone for support.
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10-29-2024 11:43 AM
I don't find the 'Helpful yes or no' feedback valid, and the same is true for comments. We've turned the feature off. We only use the star rating and article flagging. While the flagging requires comments the stars do not OOTB (out of the box.)
We have customized it so that people who give two stars or fewer receive an email asking for more feedback from the person who gave the stars. They have seven days to respond, or the KFT will be closed. If they do email back, the KFT is updated with their comments, and then and only then is it assigned to the KM Team.
If you want to keep the Helpful, perhaps you can send the user an email for more details.
