Help centres & knowledge bases
Find the help center articles that leave customers stuck
Ask "Did this article solve your problem?" on every help centre article, and see which ones still send customers to your support team.
The problem
Support teams write help articles so common questions never become tickets. Page views show which articles get read, but not whether the customer left with an answer or opened a ticket anyway.
Built-in article votes, where your help centre has them, give a score without the reason. Tickets explain the problem but rarely name the article the customer read first.
How it works with Asklet
- 01
Add the snippet to the article template
Paste one iframe at the end of the article template: a Zendesk Guide theme, a knowledge base on WordPress or a help centre on your own site. Every article gets the widget, including new ones.
- 02
Ask whether the article solved the problem
Start with a Yes / No question and an optional comment. Add a single-choice question such as "What was missing?", with answers like "My question isn't covered" or "The steps don't match what I see".
- 03
Give some sections their own questions
Path patterns let billing or account articles ask "Do you still need to contact us about this?", while troubleshooting articles ask whether the fix worked.
- 04
Fix the articles with the most No answers
Results per path show which articles collect the most No answers, the comments say what was missing, and themes group articles by product area.
/hc/*/articles/* example path patternQuestions to start with
- Did this article solve your problem?
- Do you still need to contact support about this?
- What was missing from this article?
- Did the steps match what you see on screen?
What you get
- A list of help articles to rewrite, starting with the most No answers
- Customers' own words for what was missing, ready for the rewrite
- A per-article view of ticket deflection: how many readers say they still need help
- No cookies and no sign-in, so any customer can answer
Common questions
How do you know if a help article deflects tickets?
No single number proves it. Put ticket volume by topic next to a direct question on the article, such as "Do you still need to contact support about this?". An article where many readers answer Yes is not doing its job.
Which help centre platforms does the widget work with?
Any help centre that lets you add a plain iframe to the article template on your own domain, such as Zendesk Guide themes, WordPress-based knowledge bases and help centres built with a docs tool. Platforms that strip iframes from articles, or show embeds inside their own frame, cannot run it.
How is this different from documentation feedback?
Help centre articles are usually written by a support team for customers trying to fix a problem. Developer and product documentation is covered on its own use case page. The widget works the same way on both.
Can I link an answer to a ticket or a customer?
No. Answers are anonymous, and emails and phone numbers typed into comments are removed before saving. If a customer wants a reply, the article should point them to your support channels.
Do customers need to sign in to answer?
No. Anyone who can read the article can answer, whether or not they have signed in to your help centre.
Related
More use cases
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