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Topic

    Heather Patryluk
    Removed "(Rated: Not Helpful)" from...Answered
    Topic posted November 22, 2018 by Heather PatrylukRed Ribbon: 250+ Points 
    30 Views, 8 Comments
    Title:
    Removed "(Rated: Not Helpful)" from subject line of Feedback incident
    Summary:
    We would like to remove the (Rated: Not Helpful) from the subject line that is included with the "Subject" field
    Content:

    Using the Message Template, we add the "Subject" field in the subject line. This includes "Feedback for Answer ID xxxxxx (Rated: xxxxx). We do not want the customer to see the "Rated: Not Helpful" as the end user see's this and interprets it as their rating or feedback is not helpful.

    We would just like it to show:

    "Feedback for Answer ID 12345

    Is there a way to remove "Rated: Not Helpful"?

    Version:
    18!

    Best Comment

    Sebastiaan Draaisma

    I found it! :-)

    Go to your message base and look for key FEEDBK_ANS_ID_PCT_D_RATED_PCT_S_LBL
    Replace Feedback for Answer ID %d (Rated: %s) with Feedback for Answer ID %d

    Comment

     

    • Anthony Smith

      I've looked through AnswerFeedback widget and can't find that text anywhere, so I assume this is done through the incident rules, however I can't find anywhere that that could be adjusted either.

      The only thing I can see that might be of any help is if you change your feedback widget to give you 3 or more options instead of two, your subject will then show the percentage selected e.g. this is what happens when I selected 1 of 3 stars on my test articles: Feedback for Answer ID 13 (Rated Helpfulness: 0%)

      Although this might also be mis-interpreted by the customers. Keen to see if anyone else has a solution to this as it seems like a useful change to make.

    • Sebastiaan Draaisma

      There does not seem to be a configuration setting for this.
      I think the best way (while keeping the feedback widget on your answer detail page) is by modifying it's behavior.

      <rn:widget path="feedback/AnswerFeedback"/>

      I did check the view, controller, info and logic but was unable to find the section controlling the subject part.
      So, to be honest, I'm out of ideas. I hope someone else will be able to comment :-)

    • Sebastiaan Draaisma

      I found it! :-)

      Go to your message base and look for key FEEDBK_ANS_ID_PCT_D_RATED_PCT_S_LBL
      Replace Feedback for Answer ID %d (Rated: %s) with Feedback for Answer ID %d

      • Anthony Smith

        I thought it couldve been a messagebase and kept looking through the widget code to try and see any mentions of them but couldnt see it. Nice find!

        • Sebastiaan Draaisma

          Thanks Anthony :-)
          The first thing I did was searching the message base för *helpful* and that didn't gave me anything. I then went into the widget and found nothing. I then went back to the message base and searched for *rated:* and that's when I found it.

    • Heather Patryluk

      Hi all, thank you, thank you, thank you!!!  I too have to remember to check those message bases, but sometimes it's very hard to know the search term to search for it.

      Glad other's were wondering the same thing.