Hi everyone,
When someone selects the negative vote on one of our articles, it'll show a feedback container but I can't see how we can change any of the words in that container or where this is sent to (we're thinking of sending this to an external email address).
Is anyone able to help out?
Thanks
+7I don't think you can customise any of this. But comments do create a ticket with a subject starting with "Article Feedback". As far as I can see this is language independent. So you don't have many possibilities.
One suggestion: You could create a Dispatch'r rule to assign the ticket to a specific agent, and ensure that the email of that agent is the relevant external email address. However, that does mean the cost of an extra agent.
Or wait for FreshDesk to develop something ... Might be a long wait.
Hello Martin,
Good day!
As Mark mentioned, when customers mark it as Not helpful, a ticket will be created with the source as Portal and subject as Article Feedback- "Solution article name" and you can assign it to a particular agent using the ticket creation rule.
If you'd like to send it to an external email you can make use of the forward option present in the ticket creation checking for the subject which will be in the format mentioned above.
As of now, the option to modify the words is not available. Happy to pass on the feedback to our Product Managers.
Cheers!
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
