At the bottom of each Zoho Desk article, customers can rate the article as helpful or unhelpful. When they rate it unhelpful, they can optionally leave a comment explaining what was missing or confusing. This qualitative input is invaluable for article improvement.
Zoho Desk reports on article feedback scores. Articles with low helpfulness ratings are flagged for review. Support managers can prioritise rewriting or expanding low-rated articles, especially those that receive high traffic, as these affect the most customers.
Agents can see article feedback when composing ticket replies. If an agent is about to recommend an article with a low feedback score, they are aware it may not resolve the customer’s question, prompting them to supplement it with a direct explanation.
Article feedback is the rating customers give knowledge base articles, typically helpful or unhelpful, with optional comments. It helps teams identify which articles are effective and which need improvement.
Zoho Desk provides reports showing article helpfulness ratings, view counts, and customer comments. Articles with low ratings and high traffic are the highest priority for review, as they affect the most customers while providing poor guidance.
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