Ratings

Capture feedback from your readers so you can identify content that is and isn't working well.

Ratings overview

The Ratings feature is one way for you to capture feedback from your readers about the quality of your content.

Using either a thumbs up/thumbs down or a five-star rating system, with the click of a button readers can rate your content. This lets your readers know you care about their input and helps you make that input actionable.

All ratings are captured in a dashboard so you can see:

  • Which articles have been rated
  • The total number of ratings each article receives
  • The average rating the article receives

This way, you can target low-rated content for improvement, or consider using high-rated content as templates for future content creation.

Enable ratings

To get started using ratings:

  1. Go to Settings > Article Ratings.
  2. Here, you can set how Ratings will work.
    1. Select the Rating Type. You can choose between Thumbs Up / Thumbs Down and 5 Star Rating. Here's how those display in the article itself:
      Sample Thumbs up / Thumbs Down
      Sample 5 Star Rating
    2. Rating Text allows you to change the feedback question displayed above the the rating controls.
    3. Rating Submit Text is the message the reader sees after they input their feedback.
  3. Once you've configured the Ratings the way you'd like, Save your changes.
  4. Next, be sure that the Rating Merge Code is added where you'd like it in your knowledge base. By default, it's added to the Article template and the Right Column. You don't need to do anything if you're happy with the placement!
  5. If you'd like to make changes to where the rating template is added in the Article template:
    • Go to Settings > Style.
    • Below the preview pane, select Custom HTML.
    • Select Article from the dropdown.
    • Look for the merge code in the footer section. You can cut/paste it anywhere else in the template (or remove it entirely).
      By default, the rating template is placed in the Article footer
    • Save your changes.
  6. If you're using a layout with the Right Column displayed and you'd like to make changes to where the Rating template is displayed:
    • Go to Settings > Style.
    • Below the preview pane, select Custom HTML.
    • Select Right Column from the dropdown.
    • Look for the section with the merge code.
    • If you want to move the Rating section, highlight the entire div with class feedback-panel, cut it from this location, and paste it in somewhere else in the Right Column.
    • If you're happy with the location but just want to change the text, edit the panel-heading text that appears within that div:
      By default, the rating template is placed in the Right Column. You can edit the panel-heading text to change the text displayed
    • Save your changes.

Add ratings to all articles

You can place the rating merge code in the HTML of all articles. Go to Settings > Style > Custom HTML and select Article. You can place the merge code after the article body merge code or in the hg-article-footer div.

Either of these locations will display at the bottom of each article.

You'll probably also want to add a header to display above the rating as well and perhaps a div with a class so that you can style the rating widget.

Something like the following should do:

<div class="Ratings!">
 <h3>Rate this Article!</h3>
 [template("rating")]
 </div>

Add ratings to individual articles

If you only want to display the rating widget in certain articles you can place the rating merge code at the bottom of individual articles. To do so, edit the article and click the Source button in the top right of the editor toolbar.

Scroll to the bottom of the article and paste the merge code.

You'll probably also want to add a header to display above the rating as well and perhaps a div with a class so that you can style the rating widget.

Something like the following should do:

<div class="Ratings">
 <h3>Rate This Article!</h3>
 [template("rating")]
 </div>

Ratings reporting

You can obtain a report on article ratings from Reporting -> Dashboard.

Note: You must have the Ratings feature enabled and the ratings template added to your knowledge base for this report to work.

Screenshot of sample Article Ratings reportSample Article Ratings report

The Article Ratings report displays all articles and categories that have received a rating. It allows for sorting. The layout will look a little different depending on which rating scale you've selected:

  • Thumbs Up / Down displays a column for each
  • Star Rating displays the average rating out of 5 stars

Articles are displayed with the full title; categories are displayed with a folder to the left of the full title.

You can reset ratings for individual articles or your entire knowledge base: see Reset article ratings for complete instructions!

Resetting an article's ratings will permanently delete all existing ratings from the dashboard and the Export to CSV export. This action cannot be undone.

The table will show 10 articles at a time; to view the full list at once, use the Export to CSV link next to the Article Ratings header.

Reset article ratings

Once you're using article ratings, there may be times when you want to be able to reset an article back to zero ratings. This might be:

  • When you publish a new version, to ensure that all ratings apply only to the latest version.
  • On a set schedule, depending on your quality control processes.

From Reporting > Dashboard, you can delete all article ratings:

  • For an individual article
  • For all articles' ratings, ever

Resetting an article's ratings will permanently delete all existing ratings from the dashboard and the Export to CSV export. This action cannot be undone!

Our default Editor role has permission to reset article ratings. If you're using a custom user role, that role must have the Dashboard Permissions to Reset individual article ratings and Reset all article ratings, respectively.

Delete an individual article's ratings

To delete all ratings for an individual article:

  1. Go to Reporting > Dashboard.
  2. In the Article Ratings Report, find the article whose ratings you'd like to reset.
  3. Click the Reset Ratings trashcan in the row of that article.
    Click the Reset Ratings trashcan to delete all ratings. Here, we're deleting them for Contact form overview.
  4. This will open a pop-up which will confirm the name of the article whose ratings you're trying to reset. Be sure the article named there matches what you're looking for. If it does, click OK.
    Be sure the title listed in "Delete all ratings for...?" is the correct article before clicking OK.
  5. The ratings will be removed from the dashboard as well as the Export to CSV option in the dashboard.

Delete all articles' ratings

Resetting all articles' ratings will permanently delete all existing article ratings from the dashboard and the Export to CSV export. This action cannot be undone!

To delete all ratings for all articles:

  1. Go to Reporting > Dashboard.
  2. In the Article Ratings Report, click the Delete All link in the upper right.
    Click the Delete All link
  3. This will open a pop-up which will confirm the number of articles whose ratings you are resetting. If you wish to continue, click OK. This action cannot be undone.
    The confirmation pop-up will confirm the total number of articles whose ratings will be deleted
  4. The ratings will be removed from the dashboard as well as the Export to CSV option in the dashboard.