Making WordPress.org

Opened 16 months ago

Last modified 2 months ago

#5758 new defect (bug)

HelpHub feedback form message needs to be improved

Reported by: fierevere's profile fierevere Owned by:
Milestone: Priority: normal
Component: HelpHub Keywords:
Cc:

Description

Current feedback form message is not very descriptive and many users are trying to get help using this form, however they might dont get any response and their comments are silently dropped as unrelated to improving documentation.

Users should be advised to post on support forums if they need any further help with their issue.


Example article: https://wordpress.org/support/article/faq-my-site-was-hacked/

Current message:
Feedback you send to us will go only to the folks who maintain documentation. They may reach out in case there are questions or would like to followup feedback. But that too will stay behind the scenes.

Maybe adding something like this will help:
If this article did not help you and you need more support, then please post your request at support forums (link to forums)

(Feel free to suggest/improve the wording)

Attachments (4)

5758.patch (4.4 KB) - added by milana_cap 9 months ago.
logged-out.png (49.7 KB) - added by milana_cap 9 months ago.
We want only logged in users to be able to leave feedback because we want to be able to track contributions.
logged-in.png (70.5 KB) - added by milana_cap 9 months ago.
5758-1.patch (4.4 KB) - added by milana_cap 9 months ago.

Download all attachments as: .zip

Change History (18)

This ticket was mentioned in Slack in #docs by yui. View the logs.


15 months ago

#2 @tobifjellner
15 months ago

I'd suggest that the whole form would be changed. By default, the form should only display a button "Suggest an improvement to this article". If that button is clicked, then the text field is shown.

In parallel, Another button that links to the support forums "Ask a question about this in the forums". Perhaps it could even prefill the "New topic" form with a link to the article just read.

#3 @estelaris
12 months ago

I am bringing this issue again to the docs team, since we have replaced the way to report issues in the articles via GitHub

This ticket was mentioned in Slack in #forums by yui. View the logs.


12 months ago

This ticket was mentioned in Slack in #docs by atachibana. View the logs.


9 months ago

@milana_cap
9 months ago

@milana_cap
9 months ago

We want only logged in users to be able to leave feedback because we want to be able to track contributions.

@milana_cap
9 months ago

#6 @tobifjellner
9 months ago

@milana_cap
In two places, please make the URL
esc_url( 'https://wordpress.org/support/welcome/' ) available to localization.

#7 @milana_cap
9 months ago

For reasons explained in this comment, the logged in user conditional was removed and I put it back. There's just too much spam and the maintenance time is not worth it.

For now I have just linked to Welcome page on Forums because we need to know exact forum to be able to target "New Topic" screen. This is something we can discuss when the HelpHub content is re-categorised.

Oh right @tobifjellner, I'll add internationalisation now.

@milana_cap
9 months ago

This ticket was mentioned in Slack in #docs by zzap. View the logs.


8 months ago

This ticket was mentioned in Slack in #meta by zzap. View the logs.


7 months ago

This ticket was mentioned in Slack in #docs by zzap. View the logs.


7 months ago

#11 @estelaris
5 months ago

#5955 was marked as a duplicate.

#12 @estelaris
4 months ago

#5007 was marked as a duplicate.

This ticket was mentioned in Slack in #docs by zzap. View the logs.


2 months ago

This ticket was mentioned in Slack in #meta by zzap. View the logs.


2 months ago

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