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Feedback & Ratings

The feedback feature allows your end users (readers) to rate whether a page was helpful. End users can also submit a comment that will be automatically emailed to addresses you define.


 

Collecting Feedback for a Page

You can collect feedback on a per-page basis.  To collect feedback for a page, do the following:

  1. Edit the page (Edit Page) or add the page (New Page).
  2. Then, in the Page Detail check Collect Feedback. This option will be unchecked by default.
  3. Unchecking Collect Feedback will hide the feedback widget for the page. For example, you might have certain pages that you do not want feedback on.
  4. Click Save.

Then when you log out, the feedback widget will automatically appear on the bottom of the page for your end users. When you are logged in, you will NOT see the feedback widget.

Feedback Interactions

Regular - This is how the feedback widget appears by default

Clicked "Yes" - Once the end user (reader) clicks Yes the feedback is immediately stored. Then a box will appear for the end user to type in comments and optionally enter their email (you can make this required). If the end user submits comments, the comments will be instantly emailed to emails you defined in the admin setup.

Clicked "No" - Once the end user (reader) clicks No the feedback is immediately stored. Then a box will appear for the end user to select reasons, type in comments, and optionally enter their email (you can make this required). If the end user submits comments, the comments will be instantly emailed to the emails you defined in the admin setup.

Comments submitted - If the user enters comments and clicks Send or No thanks, this message will appear.

Notes:

  • Browser cookies are used to track if a user already submitted feedback for a page.
  • If the user has already submitted feedback, the thank you message (above) will show.
  • There is a limit of 400 characters for the comments.

Changing the Style

You can change the style of the text used for the feedback.

  • Go to "Settings" and click on "Configure & Brand".

 

  • Select the help site for which you want to change the feedback styles. 

 

  • Click on "Branding" and add your CSS class in the box which says "Site Override CSS". Click on Save, once you're done.

 

Tip* You can add CCS class as shown in the examples below:

  • CSS Class for changing the font
.ui-page-fb .ui-fb-info { color: green; font-size:18px; }

 

  • CSS Class for changing the color
.ui-page-fb .ui-fb-info { color: green }

 

Feedback Emails

You can set up the system to email you and a defined list of recipients, when a user submits a comment from the feedback widget.

From: Notifications
To: johndoe@yahoo.com, janedoe@yahoo.com
Sent: Tuesday, September 20, 2011 9:06 AM

  • Topic Title - This is the title of the page.
  • When - This is a date/time stamp of when the comment was sent. Note: Time is in GMT.
  • Topic URL - This is the URL of the page. You can click it to go immediately to the page.
  • Email - Email address of the reader who submitted the feedback.
  • Issue(s) - If the reader selected any of the standardized issues.
  • Comment - This is the comment the end user submitted.

Other important info:

  • The email recipients are defined in the Admin section, as described below.
  • The email notifications are only sent if an end user enters a comment. If the end user only clicks the "Yes" or "No" then no email is sent.

 

Be sure to add noreply@helpdocsonline.com to your safe senders list. Otherwise feedback emails might go to your spam folder.

Set Up Emails

To turn on notifications of when end users submit comments, do the following:

  • Click on the Admin button in the toolbar.
  • Select Feedback Notifications.
  • To enable email notifications, check Turn on email notifications.
  • In the Email Addresses input box, enter the email addresses you want to receive the feedback.  Separate each email address with a comma. For example: email@example.com, email2@example.com
  • To turn off email notifications, uncheck Turn on email notifications.
  • Click Save.

Require End Users Email

By default a end user (reader) can submit comments anonymously without providing any contact information.  If you do not want anonymous feedback you can require the end user to enter in their email before being able to submit the feedback. The end user can still rate if the page was helpful but will not be able to submit any comments without providing their email.

  • Click on the Admin button in the toolbar.
  • Select Feedback Notifications.
  • Check Require end user's email before submitting feedback

Now when your end users enter comments they will be required to enter in their email address before submitting.

Viewing All Feedback

When working in ProProfs , you can see a central view of all feedback on the All Pages view.

  • Good - This is the total number of "thumbs up" (positive feedback) users have given the page.
  • Bad - This is the total number of "thumbs down" (negative feedback) users have given the page.

Page View Feedback

When viewing a page, you will find a tally of positive and negative feedback at the right-hand corner of the toolbar.  If you are not collecting feedback, then nothing will display here.

Resetting Feedback

You can reset the feedback counts to zero at any time by clicking the reset link. This will reset the count back to zero for both good and bad reviews.