Add comments to Knowledge Base articles

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Pablo Hoffman
  • updated
  • Under review
Is there a strong reason why commenting on Knowledge Base articles is disabled at platform level and cannot be enabled per customer?. For us, at Scrapinghub, it would be good to have comments so  that our customers can highlight mistakes or omissions in our KB articles. 

How would you rate the customer service you received?

Satisfaction mark by Pablo Hoffman 10 years ago

Great, thanks Sergey!

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Sergey Stukov co-founder
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We have added ability to leave comments on KB articles.
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Sergey Stukov co-founder
  • Declined
Each KB article has vote button for client, with question Is this article helpful for you?



When client reply as No not for me, system ask him to leave comment to provide info how to improve article, highlight mistakes, etc. So you can reply to customer and update your article. This allow to have updated and clean article with latest info without mess of comments.


So each user able to leave private comment on KB articles.
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Pablo Hoffman
I didn't know that. Now that I do, I find 2 flaws in this workflow:

  1. it's not intuitive (for example, I didn't expect to be given the opportunity to provide comments over a negative review). It's good that I can, but if my main goal is to provide comments not a usefulness review, it's not intuitive.
  2. it doesn't cover some common scenarios. For example, what if I found the article helpful but I want to report a typo or  suggest adding something new?. I would be forced to provide a negative feedback ("non helpful") in order to be able to input my comments. That doesn't sound like right to me.
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Sergey Stukov co-founder
  • Answer
  • Completed
We have added ability to leave comments on KB articles.
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Loren Andersen

Couple things:

  1. Seems odd that the ability to comment disappears after I've given a article the thumbs up. Just because I fond it helpful once doesn't mean I might not want to comment again in the future (at least in our case).

  2. And what exactly does this mean: "In the Knowledge Base articles users can see their own comment threads only." So if another user in the same community leaves a comment on the same article, I cannot see it? We have comments privacy set to public.
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Sergey Stukov co-founder

Our current version, doesn't have option to comment on articles.


Also in the near future we going to implement following workflow.

Users will be allowed to provide feedback on article and that feedback will be directed to a helpdesk section, so it will be possible to control all feedback on articles from one place.

We placing this idea on review, so if this feature will be really needed we can enable it on a custom basis for your project.

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Sergey Stukov co-founder
  • Under review

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