How do I enable preset voting options for messages and support articles in the Impact Dashboard?
Impact allows you to give your users the choice of several preset voting options to choose from when leaving feedback on a support article or message. Users can always add more feedback to any predefined comment in their own words.
Preset voting options reduce the threshold for users to give you additional feedback. It’s much faster for a user to select a comment they agree with versus writing something unique. This means more feedback for your team.
Preset comments allow you to more easily analyze, group, and draw conclusions from user comments.
Open Message Voting Settings
In Global Navigation, click the Communication icon [1]. Then click the Voting Settings link [2].
Enable Messaging Preset Voting Options
In the Voting settings modal, click the Enable preset voting options for messaging checkbox [1]. Then click the Save button [2].
Open Support Center Settings
To enable preset voting options for Support Center, click the Support tab [1]. Then click the Customization button [2] and click the Support Center settings link [3].
Enable Support Center Preset Voting Options
In the Support Center settings modal, click the Enable preset voting options checkbox.
Enable Message Feedback
In the Presentation section of the message settings, click the Collect feedback on this message checkbox on each message.
Feedback collection is automatically turned on for support articles by default.
View Preset Voting Options
Preset voting options are displayed to users after they vote on your message or article. The preset feedback options displayed change based on whether the user Upvoted or Downvoted the message/article.
Note: To skip feedback, do not select the thumbs up/down buttons .
Upvotes Message or Support Article
The upvote message and support article preset voting options are:
- Has useful information
- Is easy to understand
- Was provided at the right time
The additional feedback textbox is optional.
Downvotes Message or Support Article
The downvote message and support article preset voting options are:
- Is not clear enough
- Is not relevant
- Has incorrect information
The additional feedback textbox is optional.
