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:
- 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.
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.
Prerequisite:
- 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:
- 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.
You will find all of the feedback left in this category being converted into tickets from hereon.
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