Force Feedback on Bad Ratings and Export Full Community Data

Tue, 10 Oct 2023, in Helprace, Releases

Two New Features to Improve Feedback and Content Management

We’ve just released two powerful features to help you get better customer feedback and manage your public content more effectively. These updates improve how you collect ticket satisfaction ratings and make it easier to access and archive your entire community and knowledge base dataset.

Require Comments for Negative Ticket Ratings

Customer feedback is critical — especially when it’s negative. To help your team understand the reasons behind bad ratings, we’ve added an optional setting that makes it mandatory for users to leave a comment when submitting a poor satisfaction score on a ticket.

This is ideal for support teams that want to:

• Get context behind a “Bad” rating.
• Take action faster based on specific customer complaints.
• Improve service quality by analyzing negative feedback more meaningfully.

You can enable this feature from the Satisfaction Rating section of your admin panel:

[x] Offer end-users the ability to rate their customer service experience on a ticket  
[x] Make the comment field required if a bad ticket rating is set

Once enabled, users will not be able to submit a negative score without including a comment. Simple, powerful, and actionable.

Related: Learn more about Helprace’s Help Desk features.

Export Community and Knowledge Base Data

Need to back up or analyze your entire public support content? You can now export a complete dataset from both your Community and Knowledge Base.

Available export options:

• Community Topics — all ideas, questions, issues from all channels
• Topic Votes — votes and voter details
• Replies and Comments — all responses and threaded comments
• Votes on Replies and Comments
• Users — all user and agent accounts

How to use: Go to Admin > Integrations > Export, select the data types you want, and click Save. You’ll receive a zip archive via email once it’s ready.

Related: Knowledge Base Software and Customer Community Portal

Next up:

See what else we added in our recent release: Trash Folder for Topics & Attachment Reminder for Tickets