Article Feedback & How to Handle It

Overview

This article explains how feedback works in TeamDynamix (TDX) knowledge base articles, how end users submit feedback, and how article owners and knowledge workers should monitor, respond to, and resolve feedback to maintain accurate, high-quality content.

Glossary

• Feedback - Comments or ratings submitted by users in the Client Portal to indicate whether an article was helpful.
• Owner - The person or group responsible for maintaining a KB article and receiving feedback notifications.
• Feed - The section of a TDX article that logs feedback, comments, changes, and status updates.

Tools and Materials Needed

• Access to the Client Portal.
• KB Article owner permissions.
• Understanding of Content Guidelines and Settings.

Enable Feedback on Articles

Feedback is enabled by default for knowledge base articles in TeamDynamix. When an article is created and published, users will see a “Was this helpful?” feedback box at the bottom of each article in the Client Portal.

To ensure feedback is enabled and notifications are sent:

1. When creating or editing an article, check the box labeled Notify Owner on Feedback. This ensures the article owner or group receives notifications when feedback is submitted.
2. Assign the correct owner or owner group to the article so that feedback notifications reach the appropriate team or team member.
3. Publish the article. Once published, the feedback option will be visible to users. 

How End Users Leave Feedback

End users in the Client Portal can provide feedback at any time.

1. Locate the Article: Users browse to the relevant knowledge base article in the Client Portal.
2. Submit Feedback: At the bottom of the article, users will see a “Was this helpful?” box.
   • Users select Yes or No
   • They may add an optional comment explaining their feedback.
3. Submit: Clicking Submit sends the feedback.
   • The article’s owner or group is notified automatically. 

Review Feedback 

Article owners will receive email notifications when article feedback is received. All contributors and approvers can review feedback in the Client portal.

1. Open the specific article in the Client Portal.
2. Scroll to the bottom of the page to view the Feed.
3. Look for the Feedback entry at the top of the feed list.
4. Review the feedback comment and determine if action is needed (e.g., clarification, correction, or update).

Responding to Feedback

Not all feedback requires an article edit, but all feedback should be acknowledged or reviewed.

When action is needed:

1. Update the article to correct, clarify, or expand content.
2. After making edits, mark the feedback as addressed or reply directly using the Comment link under that specific Feed entry.

When action is not needed:

1. Optionally reply in the Feed to thank the user or explain why no changes were made. e.g., "Thank you. We have updated the screenshot" or "This item is covered in Step 3."

Closing the Feedback Loop

Closing feedback helps track completed work and maintain a clean update history. Once feedback has been addressed:

1. Mark the feedback entry as Addressed or Closed in the system.
2. Ensure your article changes are saved and published.
3. Confirm your response or resolution appears in the article's feed. 

Troubleshooting

FAQs

Q: Do I have to reply to all feedback?
A:  No. However, you should review all feedback and address any item that points to incorrect, unclear, or outdated content. 

Q: Do KB Contributors receive feedback notifications?
A:  Notifications go to the assigned article Owner or Owning group. This is why it is important that owners are assigned and that Notify Owner on Feedback is checked.

Q: Can feedback be disabled on my articles?
A:  No. Feedback can only be disabled at the system configuration level and will remain enabled.

Contact Information

For further information or assistance, contact the Service Desk.