New release - Handling feedback

February 9, 2023

With this release, we will improve the handling of feedback in Responza. There will be more opportunities to receive feedback, especially for those of you who have many articles and large amounts of feedback.

These new functions will be available to all customers from the morning of 23/2. There are no tasks for you as an editor or administrator until you want to use these new functions. The data is automatically moved, and there are no tasks related to this update for you as an editor or administrator. You will still receive an email with feedback as usual. When you are ready to use the new functions, these will be readily available, and you can simply switch over to the new built-in feedback features.

The new release allows the management and handling of feedback to directly take place in Responza. This way, editors will no longer need to keep track of feedback emails. This will improve the feedback between users and editors to ensure that the content on the Responza Knowledge Platform is always of the highest quality.

Feedback will henceforth have its own menu item and overview in the administrator module. Individual feedback can be selected and processed from the overview. From here, the editor can manage all feedback inputs. It will be possible to respond to feedback directly, assign it to another professional or simply write a note to return to later. More details and instructions about all functions and the setup will be available on the Responza Help Center on the 23rd at the latest.

It will also be possible to extract a report on the feedback, and the opportunity to provide the opportunity to access all feedback via the “Reports” will still be available, so they can be used for data processing or analysis.


New possibilities with areas

The field "Feedback email" will disappear from the portals as part of this update, as it is moved to the new feedback area under knowledge bases.

In this new feature, you can define several feedback areas per knowledge base as well as assign and rename new areas. In the rollout itself, your existing feedback mail is automatically moved to the associated knowledge base, and you do not have to do anything yourself to commence.

You will have access to "subdivide" feedback within a knowledge base. Feedback can thus be assigned within the same knowledge base to different editors or groups. This function works by having one or more areas associated with each knowledge base. As an example, you could have a structure where your feedback looks like the model below.

Until you create more areas in your knowledge bases, you just use feedback as usual, and all feedback per knowledge base will end up in the one feedback area assigned to the knowledge base.

If at some point you expand by using more areas, you as an editor get a new function in the article editing screen in the "General" tab. Here, you can choose which area an article belongs to, and thereby where feedback on the article will be distributed to. If you do nothing, the default area for the knowledge base you are in is selected.

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