Manage article feedback

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, notify readers when their concern has been addressed, and reopen closed feedback when an issue comes back. You can also manage feedback from the tools your team already uses, such as ticketing or project management systems, through the API.

Respond to article feedback

1. Navigate to Feedback manager () in the left navigation bar on the Knowledge base portal.

2. Click Articles, then select the Feedback tab.

3. Select a feedback item from the list to open it in the detail panel.

4. Review the reader's comment. The article that received the feedback is shown at the top for reference.

5. If needed, select a team member from the Assignee dropdown to assign the feedback.

6. Type your response in the Discussions & history field, then choose how to save it:

   • Click Add note to save it as an internal note that only your team can see.
   • Click Add note & notify reader to save it and also email it to the reader. This option is only available if the reader selected Notify me about updates and provided their email when they submitted the feedback.

   Either action just adds to the discussion. It doesn't change the feedback's status, so you can go back and forth with your team or the reader before deciding how to resolve it.

7. When you're ready to resolve the feedback, select a status from the Status dropdown:

Close feedback and notify readers

When you set an individual feedback item's status to Closed, a confirmation popup is shown. The editable comment box in this popup is pre-filled with any note you've already added for that feedback item. If you haven't added one yet, you can type a closing note here before proceeding.

• Click Close feedback to close the item without notifying the reader.
• Click Close & notify reader to close the item and email your comment to the reader. If you leave the comment box empty, the reader is still notified that their feedback was closed, but the notification won't include any response text.

Once a feedback item is Closed, it's locked. You can't add notes, reply to the reader, or change its assignee or status until you reopen it.

Reopen closed feedback

Reopen a closed feedback item when the issue isn't fully resolved, for example when a reader follows up, a content fix doesn't hold, or the item was closed by mistake or before the article update was published.

1. In the Feedback tab, select the closed feedback item from the list.
2. Click the Status dropdown and select Reopen. This is the only option available for a closed item.

3. In the Reopen feedback popup, optionally type a note explaining why you're reopening the item.
4. Click Reopen feedback.

The feedback status changes from Closed to Open, and the list updates right away. The status change is recorded in Discussions & history, along with who reopened it, when, and along with a note if added. The assignee and existing discussion stay as they were, and you can add notes, reply to the reader, and change the status again.

To keep the item closed, click Cancel or close the popup. Nothing is saved, and any note you typed is discarded.

Assign feedback and change status

To update the assignee or status of multiple feedback items at once:

1. Select the checkboxes next to the feedback items you want to update. Only feedback with an Open, In progress, Planned and Complete status can be selected.
2. From the toolbar above the list, click () Assign to, () Change status, or () Mark as closed, depending on what you want to do.

Clicking Assign to or Change status opens the Manage feedback pop-up:

3. To assign the feedback, click the Assignee dropdown and select the desired team member. Use the search field to find a user by name.
4. To update the status, click the Status dropdown and select the desired status: Open, Planned, In progress, or Complete.
5. Click Update.

Clicking Mark as closed () opens a confirmation popup for the selected items with options based on the feedback selection. Click Close all feedback to close them without notifying readers, or Close & notify reader to also send your comment to each reader.

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 (same weekday next week, 9 AM), or a custom date and time.
• Manage feedback (): Assign the feedback to any user, set its status to Open, Planned, In progress, or Complete.
• 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.

Feedback submitted through AI assistants

If your project uses Document360 MCP, users can send feedback on published articles through a connected AI assistant, for example when the assistant finds that an article is unclear or out of date. This feedback appears in the Feedback tab like any other article feedback, and is recorded against the account that connected the AI assistant.

Each reason sent through MCP is shown in the Feedback manager as follows:

You manage this feedback the same way as feedback from the knowledge base site. Team members can also update the status, assignee, or internal note of feedback assigned to them through their AI assistant. For more information, see Supported MCP tools.

Manage article feedback through the API

If your team tracks work in another tool, such as a ticketing or project management system, you can use the Document360 API (v3) to bring article feedback into that tool and send status updates back to Document360. The API covers feedback on both articles and page categories, and each feedback record shows which type it is.

With the API, you can:

• List feedback for a workspace and language, filtered by status, feedback type (like or dislike), article or page category, a specific article, a date range, or when the feedback was last updated.
• Get a single feedback item.
• View the internal discussion on a feedback item.
• Change the status or assignee of a feedback item, or close it with an optional comment to the reader.

To use these endpoints, the API key needs a content role with the View permission for Feedback manager to read feedback, and the Update permission to change it. These are standard endpoints and don't require the premium API add-on. For request and response details, see the Document360 API reference.

Export article feedback

1. Navigate to the Feedback tab in the Article feedback manager.
2. Use the filter options to narrow the list as needed.
3. Click Export CSV ().
4. Wait a few seconds. A Download icon appears next to the feedback list.
5. Click the Download icon to save the file to your local storage.

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 where the reader asked to be notified, use Add note & notify reader so they hear back directly. Use Add note for internal-only updates that don't need to reach the reader
• When you reopen closed feedback, add a note explaining why, so your team can see why the item came back.
• 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