Plans supporting feedback manager
| Free | Professional | Business | Enterprise |
|---|---|---|---|
No search result feedback provided by Knowledge base site users or readers is compiled and can be managed in the Feedback manager.
Accessing theNo search" feedback section
Go to Content tools > Documentation > Feedback manager > No search results feedback.
You can find the list of reader feedback on the left.
Click on any of the No search results feedback provided, and the expanded context appears on the right.
From here, you can assign feedback to team accounts by clicking on the Assignee dropdown. The assigned team account receives an email notification.
You can manage the Status of the feedback (Open, Planned, In progress, Complete, and Closed).
You can use the Discussions & history to add internal comments or respond to the feedback provider (by switching 'on' the "Notify to end-user/reader" toggle).
Overview page elements
Key | Option | Description |
|---|---|---|
a. | No search feedback list | Received from the reader for a search term |
b. | Feedback provider email | If the reader has provided their email. If not provided, the "Anonymous" tag appears |
c. | Search terms | The term or phrase that did not return any result from your Knowledge base site |
d. | Discussions & history | Timeline of the actions performed within the feedback |
e. | Export | Generate a CSV from one to 90 days of feedback data |
f. | Filter | Narrow down your feedback data with the below filter options |
g. | Assignee | You can assign the feedback to any team account in your project. Click the dropdown and select the desired term account. You can also search the team accounts by their names |
h. | Status | You can change the status of feedback |
i. | Discuss or Respond | If you switch "Off," the toggle the comments you enter here appear only on the portal. If you switch "On" the toggle, the response is sent to the feedback provider |
Export to CSV
You can export the feedback data at any time.
NOTE
Feedback data for 90 days can only be exported.
Navigate to Content tools > Documentation > Feedback manager > No search results feedback.
You can find the list of no search result feedback.
Use the available filter options at the top to narrow down the list.
Click Export > Export to CSV.
Wait for a few seconds, and a Download icon appears next to the feedback.
Click the Download icon to download the file to your local device's storage.
Bulk actions
You can perform bulk actions for the No search feedback.
Navigate to Content tools > Documentation > Feedback manager > No search results feedback.
You can find the list of no search result feedback.
Click and select the feedback tiles from the list.
The number of feedback selected appears at the top.
Two other options appear (Only after at least one feedback is selected)
Assign feedback - Bulk assign feedback to any one team account
Change status - Change the status of the feedback.
The Manage feedback popup appears with the Assign feedback and Change status options.
Click Save once the desired bulk action is selected.
FAQ(s)
Where can my readers access the No search results form?
The No search feedback appears on the site's Homepage and the Knowledge base site (Categories and article view).