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.
To get started using ratings:
- Go to Settings > Article Ratings.
- 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:
- You can choose between Thumbs Up / Thumbs Down and 5 Star Rating. Here's how those display in the article itself:
- Once you've configured the Ratings the way you'd like, Save your changes.If you'd like to change the text used for the ratings section, go to Tools > Customize Text and select the Article section.
- 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!
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).
- Save your changes.
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:
- Save your changes.
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>
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>
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.
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.
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 author 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:
- Go to Reporting > Dashboard.
- In the Article Ratings Report, find the article whose ratings you'd like to reset.
- Click the Reset Ratings trashcan in the row of that article.
- 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.
- 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:
- Go to Reporting > Dashboard.
- In the Article Ratings Report, click the Delete All link in the upper right.
- 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 ratings will be removed from the dashboard as well as the Export to CSV option in the dashboard.
You can check the box next to Remove feedback ability in the Restrictions section of the editor to disable ratings in individual articles.
But if you'd like to remove ratings completely from your knowledge base:
- Go to Settings > Style.
- Below the Preview pane, be sure Custom HTML is selected.
- Select Article from the Custom HTML dropdown.
- Scroll to the bottom of the HTML. Find the line that contains
[template("rating")]
: - Delete that line completely. Your HTML should look something like this now:
- Be sure to Save your changes.
If your knowledge base is using a layout that displays the Right Column, that ratings template may also have been added there. You can adjust the Custom HTML dropdown to Right Column and remove the same template from there.