Managing article feedback in Document360 means reviewing reader-submitted likes, dislikes, and comments on your knowledge base articles, then assigning, updating, and resolving those feedback items as a team. The Feedback manager gives you the tools to triage feedback, track resolution progress with status labels, communicate internally through discussions, and notify readers when their concern has been addressed.
Respond to article feedback
- Navigate to Feedback manager () in the left navigation bar on the Knowledge base portal.
- Click Articles, then select the Feedback tab.
- Select a feedback item from the list to open it in the detail panel.
- Review the reader's comment. The article that received the feedback is shown at the top for reference.
- If needed, select a team member from the Assignee dropdown to assign the feedback.
- Add any notes, updates, or internal discussion in the Discussions & history field.
- Select the appropriate status from the Status dropdown to reflect the feedback's current progress:
| Status | Description |
|---|---|
| Open | Default status. The feedback has not yet been addressed. |
| Planned | The feedback has been reviewed and scheduled for future action. |
| In progress | A team member is actively working on addressing the feedback. |
| Complete | The feedback has been addressed. You can still add comments if needed. |
| Closed | All actions are finished. No further changes can be made. |
- Click Send to save your discussion entry.
If the reader selected Notify me about updates when submitting their feedback, enable the Notify to end user/reader toggle after adding your response in the Discussions & history section. When you post a response with this toggle turned on, the feedback status will automatically change to Closed, and no further actions can be performed. The response is sent via email from the account of the user who addressed the feedback. The reader may reply to that email to continue the conversation.
Assign feedback and change status
To update the assignee or status of multiple feedback items at once:
- Select the checkboxes next to the feedback items you want to update. Only feedback with an Open status can be selected.
- Click () Assign feedback or () Change status from the toolbar above the list.
The Manage feedback pop-up appears.
- To assign the feedback, click the Assign dropdown and select the desired team member. Use the search field to find a user by name.
- To update the status, click the Select status dropdown and select the desired status: Open, Planned, In progress, Complete, or Closed.
- Click Save.
Manage article feedback from the Overview page
The Tasks card on the Overview page displays article feedback items assigned to you from the Feedback manager.
Each feedback task on the Tasks card displays the article title, task type, status, due date, and assignee. You can take the following quick actions by hovering over a task or selecting its checkbox:
- Snooze (): Temporarily postpone the task. Choose Tomorrow (9 AM), Next week (Monday, 9 AM), or a custom date and time.
- Manage feedback (): Assign the feedback to any user or set its status to Open, Planned, In progress, Complete, or Closed.
- Information (): Hover over a feedback item and click this icon to view details such as contributors, article status, URL, and description.
Clicking a feedback task on the Tasks card takes you directly to the corresponding item in the Feedback tab of the Feedback manager.
Only feedback with an Open status can be selected for assignment or status changes.
Export article feedback
- Navigate to the Feedback tab in the Article feedback manager.
- Use the filter options to narrow the list as needed.
- Click Export CSV ().
- Wait a few seconds. A Download icon appears next to the feedback list.
- Click the Download icon to save the file to your local storage.
Only the last 90 days of feedback data can be exported at a time.
Best practices
- Prioritize feedback marked as Dislike, especially those citing inaccurate information or unclear instructions, as these represent the most urgent content quality issues.
- Before marking feedback as Complete, verify that the article has been updated and the reader's concern is fully resolved.
- Use the Discussions & history field to document what action was taken, so the full context is visible to all team members.
- For feedback that includes a reader response request, enable the Notify to end user/reader toggle after adding your reply.
- Review feedback assigned to you from the Tasks card on the Overview page daily to ensure nothing slips through.
- Use the assign and change status options to efficiently close out resolved feedback after a content sprint.
FAQ
What is the difference between "Complete" and "Closed" in the Feedback manager?
Complete indicates that the feedback has been fully addressed, but can still be moved back to Open if the issue resurfaces. Closed means all actions are finished and the feedback is locked permanently. For example, if a reader reports that a resolved issue is not fully fixed, the team can reopen a Complete item by setting it back to Open. Once an item is Closed, no further changes are possible.
How should I effectively manage and respond to article feedback?
Start by prioritizing feedback on high-traffic or recently updated articles, especially items marked as Dislike. Address critical issues first, such as inaccurate information or unclear instructions. Once updates are made, verify the concern is resolved before marking the feedback as Complete. For feedback that includes a response request, use the Notify to end user/reader toggle in the Discussions & history section to send a reply to the reader.
What is the best way to handle unclear feedback and ensure nothing gets missed?
Review feedback regularly, ideally weekly, to stay on top of actionable items. For feedback that is vague or unclear, use the available context to interpret intent. Avoid auto-resolving ambiguous items. For new articles or recent updates, monitor feedback more closely in the first few days to catch any immediate concerns. Track unresolved items using the Planned or In progress statuses so they remain visible to your team.
Why did I receive an email notification but cannot find the feedback in the Feedback manager?
If a reader withdraws their feedback (for example, by undoing a Like or Dislike) before you take any action on it, the feedback is automatically removed from the Feedback manager. Email notifications are sent when feedback is first submitted, but the feedback entry may no longer be available if the reader later withdrew it.
Can I export feedback data from the Feedback manager?
Yes. You can export feedback data from the Feedback manager for a maximum of 90 days at a time. Click Export CSV () in the Feedback tab toolbar, then download the file when it is ready.