Responding to Knowledge Base Feedback

This article will guide Knowledge Base Reviewers through adding the Knowledge Base feedback report to a TeamDynamix dashboard and responding to feedback using a ticket from start to finish.

Quick Links: | Adding the Feedback Report | Addressing Knowledge Base Feedback |

Adding the Knowledge Base Feedback Report to TeamDynamix

1. In TeamDynamix, navigate to your dashboard.
2. Add or edit a desktop/dashboard. See Reports, Queues, and Dashboards in TeamDynamix.
3. Add the All Not Helpful Feedback report. It will show all articles with unaddressed Not Helpful feedback. 
4. Save your dashboard.

The feedback report displays all unaddressed negative feedback submitted on Knowledge Base articles. Keeping this report on your dashboard allows you to quickly identify and respond to issues as soon as they are reported.

Responding to Knowledge Base Feedback

Creating a TeamDynamix Ticket From Feedback

TeamDynamix allows you to create a ticket directly from article feedback. 

1. Open the Knowledge Base article that received feedback.
2. Scroll to the bottom of the article and select the Feedback tab.
3. Review the submitted feedback (for example, “Link does not work”). Select Create Ticket.
   
    
4. In the new window, choose Service Request.
5. Complete the ticket form:
   • In Form, select TeamDynamix knowledge base categories and articles.
   • Update the Subject to reflect the issue (for example, “Broken link in KB article”).
   • In Add, Remove, or Modify article?, select Update Existing Article and add the article URL. 
   • The Responsibility should reflect the group that the KB article is assigned to. 
6. Select Save. The feedback entry will update to show it has been addressed, including the ticket number.
   
    

Reviewing the Article and Updating the Feedback User 

Once you've created the ticket, you can track changes or communicate with the feedback user. 

1. Review the issue described in the feedback and update the Knowledge Base article as needed.
   • See Creating and Editing Knowledge Base Articles for more. 
2. Save and publish the updated article.
3. Return to the ticket in TeamDynamix.
4. Add a comment explaining what changes were made and work with the feedback user to confirm the issue has been resolved.

 Still need help? Contact IT Support Services for further assistance.
  
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