Converting Article Feedback into Tickets
- 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. - Click the Feedback tab from the top of the article details page.
- Hover your mouse pointer over the feedback and click the Convert into ticket icon (
) corresponding to it.
- The feedback will be converted into a ticket and assigned to you.
Additionally, the ticket ID link appears beside the feedback in the article.
- 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.
- Click the Knowledge Base (KB) module.
- Click Manage KB from the left panel.
- Click Organize Category under the Manage KB sub-menu.
- 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. - Turn the Auto-create Tickets from Feedback toggle to ON.
- Select the department where you would like to automatically create tickets from feedback and the agent it should be assigned to.
- Click Save.
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