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Article feedback survey

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Help articles can educate your customers on how to use your product or guide them through a solution, minimizing the need for them to contact your support team for assistance. You can set up article feedback surveys for your knowledge base to enable customers to provide feedback that helps improve your knowledge base articles and reduce any information gaps that may exist.

Who can access this feature?
User typesContent administrators can access knowledge base settings.


In this article

Turn on article feedback

  1. Go to Settings> Knowledge base > Configuration.
  2. Select the Article Feedback tab.
  3. Select the Turn on Feedback checkbox and then select Save Changes.

Once the feature is turned on, your articles will display the default feedback prompts at the bottom of the article.

Add additional feedback responses

Optionally, you can collect additional information from customers by providing them with pre-written responses they can choose from or a text field where they can manually enter feedback.

Suggested Reasons

You can create up to 5 quick responses your users can choose from while answering your survey by selecting the Suggested Reasons checkbox. Here, you can edit the example question and response, or select Add Reason to add up to 4 additional responses your customers can choose from in the survey. 

Written Feedback

You can also provide a text field for users to enter their feedback by selecting the Written Feedback checkbox. The sample phrase that comes pre-written in the box is the prompt your users will see for the field. The limit for the user's response is 350 characters.

Customize confirmation messages

Your customer will see a message confirming that their feedback was submitted. These message are different between positive or negative feedback. 

Modify your theme files for article surveys

Existing knowledge bases that were created before the Midtown 2.0 theme was released may need to modify their theme in order for article surveys to display properly. To add the template to your theme, see Upgrade your theme version to 1.0.6.