{"id":4277,"date":"2026-05-29T21:23:07","date_gmt":"2026-05-29T21:23:07","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4277"},"modified":"2026-05-29T21:23:07","modified_gmt":"2026-05-29T21:23:07","slug":"article-feedback-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/article-feedback-zoho-desk\/","title":{"rendered":"Article Feedback"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Article feedback in Zoho Desk is the rating customers provide after reading a knowledge base article, typically a thumbs up or thumbs down, along with optional comments. Feedback data helps teams identify and improve unhelpful or outdated articles.<\/div>\n<div class=\"gt-section\">\n<h2>How Feedback Is Collected<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Using Feedback to Improve the Knowledge Base<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Feedback and Agent Visibility<\/h2>\n<p>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&#8217;s question, prompting them to supplement it with a direct explanation.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A telecommunications company notices their &#8216;Port Your Number&#8217; article has a 35% helpfulness rating despite high traffic. Reviewing the feedback comments, they find customers are confused by step 3. After rewriting step 3 with screenshots, the helpfulness rating rises to 78% within two weeks.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/knowledge-base-article-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Knowledge Base Article<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/help-centre-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Help Centre<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/article-category-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Article Category<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/csat-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">CSAT (Customer Satisfaction Score)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is Article Feedback in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>How does Zoho Desk report on article feedback?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Article feedback in Zoho Desk collects customer ratings on knowledge base articles, helping teams identify and improve unhelpful content.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Article Feedback | Zoho Desk Glossary","seo_description":"Article feedback in Zoho Desk collects customer ratings on knowledge base articles, helping teams identify and improve unhelpful content.","seo_keyword":"article feedback zoho desk","seo_faqs":"[{\"q\": \"What is Article Feedback in Zoho Desk?\", \"a\": \"Article feedback is the rating customers give knowledge base articles, typically helpful or unhelpful, with optional comments. 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