Manage Eddy AI unanswered queries

Managing Eddy AI unanswered queries feedback helps you identify what readers are searching for but cannot find in your knowledge base. The Unanswered queries tab in the Eddy AI Feedback manager surfaces content gaps and missing keyword coverage, giving you a direct signal for where to create or update documentation. Acting on this feedback reduces unanswered searches and improves the overall search experience for your readers.

Before you begin

Only feedback with an Open status can be selected for bulk actions. Closed items cannot be bulk-selected.

How to address unanswered queries feedback

To review and act on a feedback item in the Unanswered queries tab:

1. Select the Unanswered queries tab in the Eddy AI Feedback manager.

2. Check and review the Eddy AI search query provided by the reader. This tells you what they were looking for but could not find.

3. Read any additional comments from the reader to gain more context about their needs.

4. Use the Assignee dropdown to assign the feedback to the relevant team member.

5. Take the necessary steps to address the feedback, such as:

   • Creating new content to cover the missing topic.
   • Updating existing articles to include the relevant information.
   • Adding keywords to existing articles to improve search matching.

6. Add any internal notes or updates in the Discussions & history field.

7. Use the Status dropdown to track the feedback's progress. The available statuses are:

   Status	Description
   Open	Default status. The feedback has not yet been addressed.
   Planned	The feedback has been reviewed and is scheduled for future action.
   In progress	A team member is actively working on the feedback.
   Complete	The feedback has been addressed. You can still add comments if needed.
   Closed	The feedback is no longer active. No further actions can be performed.

By addressing feedback in this tab, you can close content gaps and improve the search experience for your readers.

How to bulk-manage unanswered queries feedback

To update the assignee or status for multiple unanswered query feedback items at once:

1. Select the checkboxes next to the feedback items you wish to update. Only items with an Open status can be selected for bulk actions.
2. Click () Assign to or () Change status from the toolbar above the feedback list. A Manage feedback pop-up will appear.
3. To assign the feedback, click the Assign dropdown and select the desired team member. Use the search field to find them quickly.
4. To set the status, click the Select status dropdown and select the desired status: Open, Planned, In progress, Complete, or Closed.
5. Click Save.

How to manage unanswered queries feedback from the Overview page

The Tasks card on the Overview page displays Eddy AI search feedback assigned to you from the Feedback manager, including unanswered query feedback items.

• Each feedback task displays the feedback title, task type, status, due date, and assignee.
• To perform quick actions, hover over the task or select the checkbox next to it. You can:
  • Snooze (): Temporarily postpone a task by choosing Tomorrow (9 AM), Next week (Monday, 9 AM), or a custom date and time.
  • Manage feedback (): Assign the feedback to a team member or set its status to Open, Planned, In progress, Complete, or Closed.
• Clicking on a feedback task takes you directly to the corresponding entry in the Unanswered queries tab of the Feedback manager.

Best practices

• Group unanswered queries by topic before acting on them. Multiple readers searching for the same concept signal a high-priority content gap that warrants a new article rather than a quick keyword patch.
• When you create a new article in response to an unanswered query, link back to the feedback item in the Discussions & history field and mark it as Complete to close the loop.
• Use the Filter option to narrow down unanswered queries by date range so you can focus on recent gaps first, particularly after a product update or new feature launch.
• Consider adding the keywords from unanswered queries to related existing articles, even if a dedicated article is not yet planned, to improve search matching in the short term.
• Check the Eddy AI search analytics page alongside this tab. The analytics page groups unanswered queries by theme, which helps you identify the most common topics that need coverage.

FAQ