Help article feedback
Help article feedback in Deskwoot is the thumbs up and thumbs down rating shown at the bottom of every help center article, and the Article Feedback report in Reports rolls those votes up so you can see which articles are landing and which need work. It turns your help center from something you hope is useful into something you can actually measure. Reporting is available on the Startup plan and above.
How does the thumbs up and down work?
At the foot of each published help center article, readers see a simple prompt asking whether the article was helpful, with a thumbs up and a thumbs down. One click records the vote. It is anonymous and takes no effort, which is the point: the easier the ask, the more people answer it. There is nothing to set up. The prompt appears automatically on your published articles, so feedback starts collecting as soon as people read them.
Where do I see article feedback?
- Open Reports from the main sidebar.
- Select the Article Feedback report.
- Set the date range you want to review.
- Scan the list of articles with their up and down counts.
The report sits alongside your other reports like conversation analytics and CSAT, so you can review article quality in the same place you review everything else.
What does the report tell me?
For each article you get the count of thumbs up and thumbs down over the period. That ratio is the signal. An article racking up downvotes is one that people are finding but that is not answering their question, which usually means it is out of date, unclear, or aimed at the wrong problem. An article with steady upvotes is doing its job and is a good model for the rest. Read the votes next to your article traffic: a heavily read article with a poor ratio is the most urgent rewrite, because it is failing the most people.
How should I act on it?
- Fix the worst ratios first. Sort by downvotes and start at the top. Those articles are actively sending people away unhappy.
- Connect it to ticket volume. An article with poor feedback that covers a topic you also get a lot of conversations about is a double signal to rewrite it.
- Reuse what works. Look at your best-rated articles and copy their structure and tone into the weaker ones.
- Check after a rewrite. Come back to the report a couple of weeks later to confirm the new version is actually rating better.
- Feed it back to Fynn. Your help center articles are one of the sources the AI bot can be trained on, so cleaner articles mean better answers from Fynn too. See the training hub.