Convert Feedback to Tickets - Zoho Desk Knowledgebase

Converting Article Feedback into Tickets

Customers who couldn't find the knowledge base article useful do not always reach out to the company. Instead, they just leave negative feedback by downvoting the article. Somebody should track such negative feedback and respond to it promptly.  Zoho Desk makes it easier by allowing you to convert each feedback straightaway into a support ticket. You can do this either manually or automatically, depending upon your customer support workflow. In this article, we explain how you can convert comments in both ways.

Manual Conversion
Manual conversion may be far too cumbersome for managing feedback; nevertheless, it allows you to handpick which ones should be converted and tracked as tickets.

To manually convert feedback:
  1. Navigate to the article whose feedback you want to convert into a ticket.
    Note: You can also convert feedback from the Feedback section of your  Knowledge base Dashboard.
  2. Click the Feedback tab from the top of the article details page.
  3. Hover your mouse pointer over the feedback and click the Convert into ticket icon (  ) corresponding to it.
  4. The feedback will be converted into a ticket and assigned to you.
    Additionally, the ticket ID link appears beside the feedback in the article.

Automatic Conversion
You can automatically convert any feedback left on the knowledge base articles into support tickets. Furthermore, such tickets can be created and assigned to an agent in a department of your choice. All you will need to do is turn this setting on for a category and specify the required department and agent.

  1. You should have the Show feedback form on downvoting article setting turned on with the Require Email option. You can access this under Manage KB >> Access Settings. Keep in mind that you cannot create tickets from anonymous feedback.

To turn on auto-conversion:
  1. Click the Knowledge Base (KB) module.
  2. Click Manage KB from the left panel.
  3. Click Organize Category under the Manage KB sub-menu.
  4. Hover your mouse pointer on the category in which you want to auto-convert feedback, and then click the Edit icon (  ).
    The Edit Category pane opens.
  5. Turn the Auto-create Tickets from Feedback toggle to ON.
  6. Select the department where you would like to automatically create tickets from feedback and the agent it should be assigned to.
  7. Click Save.
You will find all of the feedback left in this category being converted into tickets from hereon.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide

                      Still can't find what you're looking for?

                      Write to us:



                        Zoho Marketing Automation

                          Zoho Sheet Resources


                              Zoho Forms Resources

                                Secure your business
                                communication with Zoho Mail

                                Mail on the move with
                                Zoho Mail mobile application

                                  Stay on top of your schedule
                                  at all times

                                  Carry your calendar with you
                                  Anytime, anywhere

                                        Zoho Sign Resources

                                          Sign, Paperless!

                                          Sign and send business documents on the go!

                                          Get Started Now

                                              Zoho SalesIQ Resources

                                                  Zoho TeamInbox Resources

                                                          Zoho DataPrep Resources

                                                            Zoho DataPrep Demo

                                                            Get a personalized demo or POC

                                                            REGISTER NOW

                                                              Design. Discuss. Deliver.

                                                              Create visually engaging stories with Zoho Show.

                                                              Get Started Now

                                                                                    • Related Articles

                                                                                    • Article Insights and Knowledge Base Dashboard

                                                                                      Organizations have recognized the importance of knowledge base management in providing customer support. They are now known to help customers find solutions to problems on their own and set the stage for ticket deflection. However, for implementing ...
                                                                                    • Knowledge Base Article Views

                                                                                      The knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your ...
                                                                                    • Viewing Article History in Knowledge base

                                                                                      It is not unusual for a knowledge base article to undergo multiple updates both during drafting and once published for customers. But keeping track of what is going on around an article is equally important. It will save you a lot of headaches when ...
                                                                                    • Using Article Versions in Knowledge base

                                                                                      Versioning helps to keep track of and manage multiple revisions applied to a KBase article. You can view different versions of an article, compare an older version, restore to a previous version, leave a note on a particular version and much more. ...
                                                                                    • Setting up Feedback Widgets

                                                                                      A portable version of the Advanced Web Form, the Feedback Widget can be added to your website. The widgets can be customized for their field values, language, appearance and their position. Benefits of the Feedback Widget Unlike the Advanced Web ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace



                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                      CRM Tips

                                                                                      Make the most of Zoho CRM with these useful tips.

                                                                                        Zoho Show Resources