Zendesk Feedback ProA thumbs-down that says why
An article-feedback add-on for Zendesk Guide. When a visitor downvotes an article, a form asks what went wrong — and the answer lands in Zendesk Support as a ticket, with the reason, the comment and the article URL, instead of disappearing into a vote count.
A downvote with nothing attached
Zendesk Guide lets visitors vote on every article, and that is where it stops. A 👎 is all you get: no reason, no comment, no way to ask. The content team could see which articles were losing, and nothing about why.
Zendesk Feedback Pro puts a form behind the downvote. The visitor picks a reason, writes a line, and optionally leaves an email; the add-on creates a ticket in Zendesk Support on the spot, with the comment, the reason and the article URL in custom fields.
Three files dropped into the theme. Everything downstream — views, assignment, replies — Zendesk could already do; the votes just never reached it.
Two shapes of the same form
Reasons and an optional email when the content team wants structure; a single text field when they don’t. Either way the same ticket goes out.
Leave an email and you become the ticket’s requester, so a reply reaches you. Leave it blank and the requester is one of the agents — the comment is still logged against the article.
Don’t need the options? Drop them and keep the text field. The ticket still carries the article URL, so the content team knows which page it is about.
Feedback with an owner
Every submission is a ticket, so it has a status, an assignee and a place in a view. The content team works article feedback the way support works a queue.
Two custom fields carry the where and the why; the visitor’s comment is the first message. A view filtered on the tag is all the content team needs to start working through it.
Sometimes a visitor uses the form to ask for help instead. It happens — and now it is a ticket, one reassignment away from support, rather than a comment nobody would ever have seen.
On the customer’s theme, 2023
Two recordings on the dark Guide theme the add-on shipped in, and the content team’s view in Zendesk Support, redrawn one to one from the screenshot.
Before and after
Built in 2023 for one help center on Zendesk Guide, and installed into its theme in a day.
