Help article feedback

Where readers vote

• On your help center. At the end of every published article, Was this guide helpful? with Yes and No. One click records the vote, and a second click on the other answer changes it.
• In the chat widget. An article opened in your chat widget ends with a thumbs up and a thumbs down.

Votes are anonymous. On the help center, Deskwoot recognizes a reader by a code it computes on the server from their network address and the article, so one reader counts once per article and nothing is stored in their browser.

What readers see after "No"

A reader who answers No gets help right away instead of a dead end:

1. Ask Fynn, when your help center answers questions: it jumps to the card where the reader can ask about the article, for a short answer with sources.
2. Talk to a person, when the chat widget is on: the chat opens with a message about the article and the article's address, so your team knows what it is about. Without the chat widget, the reader can write to your support email instead.

When none of this is set up, the reader sees a thank you, and the vote still counts.

Where you see the feedback

1. Open Reports in the main navigation.
2. Go to the Article feedback section.
3. Pick the time range: the last 7, 30 or 90 days.
4. Each article shows its Helpful and Not helpful votes and the % Helpful.

The report counts the votes from your help center and from the chat widget together. It sits next to your other reports, like conversation analytics and CSAT surveys.

How to act on it

• Fix the lowest % Helpful first. Those articles send people away unhappy.
• Look at the reads too. A much read article with poor votes fails the most people.
• Compare with your conversations. Poor votes on a topic that also fills your inbox are a double signal to rewrite.
• Copy what works. Give weaker articles the structure and tone of your best rated ones.
• Check again after a rewrite. Come back to the report a few weeks later.

Better articles also mean better answers from Fynn, in the chat and in your help center search, because Fynn answers from them.

Frequently asked questions

Where does the feedback come from?

From "Was this guide helpful?" at the end of every article on your help center, and from the thumbs up and down under articles in your chat widget. Both land in the same report.

Do I need to switch it on?

No. Every published article shows the question on your help center and in the chat widget.

Can a reader vote twice?

On your help center, one reader counts once per article. A second click changes their vote instead of adding one.

What happens when a reader clicks No?

They are offered Fynn for a short answer about the article, then a person: the chat with the article attached, or your support email when the chat widget is off.

Where do I see the results?

Under Reports in the Article feedback section, for the last 7, 30 or 90 days.

Does the feedback change Fynn's answers?

Not directly. But Fynn answers from your articles, so the articles you improve after poor votes also improve its answers.