I. Intro
Who can perform these steps: Help Desk administrators.
You can allow users to provide feedback for FAQs by rating the FAQs as helpful or unhelpful. If a user rates an FAQ as unhelpful, they can also select a reason for their rating.
Administrators view reports for FAQ feedback and can use the reports to optimize FAQs and customer service processes.
II. Steps
- Enable users to submit FAQs feedback
In Help Desk Admin, click Settings > FAQs Feedback, and turn on the Allow users to submit feedback toggle switch.
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Then, configure the reasons that users can select if they submit feedback to say that an FAQ is unhelpful. Five reasons are provided by default. Help Desk supports a maximum of 15 options.
To configure more reasons, click Add option.
To edit an existing reason, click the text for the option.
To delete a reason, click the Remove icon on the right side of an option.
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- View FAQ feedback data
Click Report > FAQ Quality, to view FAQ feedback data by FAQ or FAQ category. Data that administrators can view and export include FAQ display count, click volume, and transfer to agent service rate.
Note: This feature is in beta and is not yet available. Please stay tuned.