Users can contact the knowledgebase by sending a feedback request. They can use the feedback form to ask questions, provide general feedback or even to suggest updates.
Different subjects can be emailed to different moderators.
The feedback request also provides a 'Quick Response' answer. As the user types their question, KBPublisher searches for articles appropriate to the words typed and brings back the five articles most likely to match the query. If the answer is in one of the listed articles, the user doesn't have to send the query at all. They can simply click on the article instead.
The request is sent to an email address defined in the settings.
The person who receives the email can:
- Reply by email, or
- Publish the feedback to the knowledgebase as an article, or
- Both reply and publish.
A user with administrator, moderator or editor access can view the feedback by clicking on the Feedback menu.
This brings up a list of the feedback that users have sent.
- Posted date is the date the user sent the feedback.
- Username and Email are those of the user who has sent the feedback.
- Subject is the subject area the user chose from the list of subjects when they sent the mail. The person reading the mail may also change the subject.
- Attach denotes whether or not the user has attached any files with their feedback.
- When the Answered box is checked, it means that you (or one of the other knowledgebase moderators) replied to the user by email.
- When the Placed in KB box is checked it means that you (or one of the other knowledgebase moderators) posted an answer to the knowledgebase.
- There are three possible Actions:
- Click Answer from the options dropdown menu to reply to the user by email
- Click post question to KB from the options dropdown menu to post an answer to the knowledgebase. The question the user asked becomes the title of the article
- Click Delete from the options dropdown menu to delete the question.
It is quite common to both answer the user by email and then post to the knowledgebase. For example a user might ask a question that you think deserves to be a knowledgebase article, so you write the article and then email the user back to say that the answer is now on the knowledgebase.
The templates for the initial email and the reply are controlled in the settings.