Ann-MarieHolloway Posted July 8, 2019 Share Posted July 8, 2019 Morning all, My apologies if this is a daft question, I couldn't find anything similar in my search. Is it possible to allow users to comment on an FAQ? I know we have the thumbs up, thumbs down feature but I want users to have the ability to provide feedback on the FAQ Many Thanks Ann-Marie 1 Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted July 8, 2019 Author Share Posted July 8, 2019 Ooooooorrrrrrrr, is there a way to see who has selected the thumbs up icon on the FAQ page? Link to comment Share on other sites More sharing options...
Conor Posted July 8, 2019 Share Posted July 8, 2019 Hi @Ann-MarieHolloway There isn't currently a way to add a comment using the FAQ functionality. You could use the customer feedback part to ask questions related to the FAQs, but these won't be linked directly to the FAQs as this customer feedback will require a request logged and resolved first. There is a way to report on the user and their feedback per FAQ though, and that information is held in the h_itsm_faqs_feedback table. You can use the reporting suite or Advanced Analytics in the admin portal, but not the in-app reporting. The data will show you the FAQ that feedback was given for, the user that gave the feedback, and the rating - which is either 1 for thumbs up, or 0 for thumbs down. Hope this helps Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted July 9, 2019 Author Share Posted July 9, 2019 Hi @Conor Yes, that helps thank you. Will there ever be an option to leave feedback on an FAQ? Link to comment Share on other sites More sharing options...
Conor Posted July 9, 2019 Share Posted July 9, 2019 @Ann-MarieHolloway I couldn't tell you if there will ever be an option, with the rolling roadmap things change fequently so it is certainly possible. As far as I am aware there is nothing planned at the moment though. @Steven Boardman @James Ainsworth have either of you heard anything about this potential enhancement? Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 9, 2019 Share Posted July 9, 2019 At the moment there are no plans to extend the FAQs to include comments. The original idea behind FAQs was to build a simple list of answers to the most commonly asked questions. There are plans to look at extending requirements around knowledge aside from the FAQs and documents within Document Manager. Part of this may include additional ways of providing feedback. Link to comment Share on other sites More sharing options...
Alberto M Posted July 15, 2019 Share Posted July 15, 2019 @Conor, @James Ainsworth, hi. Just to let you know that what @Ann-MarieHolloway asked is something that some service owners asked for recently here. This appeared in discussion in our forums because an user had disliked a FAQ and there were no feedback. This is what have been asked: "Is there any possibility that we can gather some additional information (anonymously) from the customer when 'Dislike' is selected for an FAQ. Some simple clue or guidance regarding why the FAQ was disliked would help us to improve the contents of the FAQ for the customers." Anyway: I'll feedback to our service owners that at the moment there are no plans for FAQs to include comments. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted July 22, 2019 Author Share Posted July 22, 2019 Also, is there a way to change the order of the FAQs so we can place the latest or most important at the top? Link to comment Share on other sites More sharing options...
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