About Feature Request Articles

Feature Request articles allow you to inform and update customers about features you don't yet offer. They can also help you determine which products or services customers want most, so you know what to develop next. 
Tip:
Review your top Feature Requests from the Knowledge Base Insights dashboard. 

Voting for Feature Requests

Customers can vote for Feature Requests by clicking Vote at the bottom of an article. When a customer votes or has their ticket linked to a Feature Request, they become a follower of the article. Later, when you update the Feature Request's status, followers receive notifications.
Tip:
Link tickets to Feature Requests whenever customers inquire about features you don't have. You can let them know that they'll receive an update if and when the feature is released. 

Feature Request Statuses

Unlike regular articles, Feature Requests display a status at the top of the live article. The status lets customers know of the feature's current development stage. When you update the status you can send automatic notifications to followers. 
Tip:
Customize the email template you can send to followers when you update the status.

Related Articles

Types of Articles

Help customers find what they're looking for by organizing your content into 3 different types of articles: Informative Article: This is the most common type, which you will probably find yourself using most often. Create Informative articles to introduce features, provide step-by-step instructions, answer FAQs and more. Learn MoreFeature Request: This allows you to collect feedback and votes from customers about products or features that aren't available yet. You can notify followers that voted for Feature Requests when you update the article's status. Learn MoreKnown Issue: This type lets you inform customers about bugs or other issues that you're aware of. You can notify followers that reported experiencing the issue when you update the article's status. Learn MoreTip:You can change the type of article using the Article Type drop-down at the top of the Content Editor. Keep mind that changing the article type in your default language automatically changes it in all languages. 

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Creating a Feature Request Article

Create Feature Request articles to inform and update customers about features you don't yet offer. Customers become followers when they vote or have their ticket linked to the article by an agent. You can then update the article's status to automatically notify followers. Before you begin:Check out our best practices for creating Feature Requests.To create a Feature Request article:Click the Knowledge Base icon in the side panel.Click + New Article at the top right.Select Feature Request.Click the Feature Request Status drop-down and select a status: Collecting votes: Let customers know you're collecting votes for the feature. Working on it: Let customers know you're developing the feature. Coming soon: Let customers know that you're almost ready to release the feature. Available: Let customers know that you've released the feature.Tip: We recommend including a link on the article to direct customers to get started with the new feature.(Optional) Select a category for your article from the Category drop-down. Note: An article must be in a category before you can publish it. You can move it to a category later.  Click Create Article.Enter the title of the article in the Title field. Tip:Save your work early and often by clicking Save in the top right. Click the Write something field and enter content for the article. Add as many content blocks to the article as you'd like. Click Save at the top right.When you're ready, click the Save drop-down and select Publish.  (Optional) Select publishing options:  Notify followers: Send an automatic notification to followers of the article. Learn More Update URL: Update the live article's URL (if you've changed the title of the article). Note: The old article URL will redirect to the new URL.  Click Publish Article. Next: Learn how to update a Feature Request's status to inform followers of your progress.  Learn how to view an article's stats to check how many votes it has. 

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Updating a Feature Request Status

Update a Feature Request's status to inform customers about its development stage. When you update the status, you can notify followers that voted, or had their tickets linked to the article. To update a Feature Request status:Go to the article's Content Editor. Click Feature Request at the top. Click the Feature Request status drop-down and select a status:Collecting votes: Let customers know you're collecting votes for the feature. Working on it: Let customers know you're developing the feature. Coming soon: Let customers know that you're almost ready to release the feature. Available: Let customers know that you've released the feature.Tip: We recommend including a link on the article to direct customers to get started with the new feature.Click Update.   (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Important:We recommend leaving Notify followers unchecked if you're also updating the article's content. You can notify followers later when you publish to make sure they view the new content instead of the old. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Edit your content to reflect the Known Issue's new status. Click Save at the top right.When you're ready, click the Save drop-down and select Publish.  (Optional) Select publishing options:  Notify followers: Send an automatic notification to followers of the article. Learn More Update URL: Update the live article's URL (if you've changed the title of the article). Note: The old article URL will redirect to the new URL.  Click Publish Article. Tip:Learn how to customize the email template sent when you notify followers. 

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Tips for Creating Feature Request Articles

Feature Request articles allow you to collect feedback about the features your customers want. They can also help reduce the number of support tickets you receive by informing customers that a feature is currently unavailable.Deciding Which Feature Requests to CreateWe recommend reviewing your support tickets to look for the most requested features. Use this information to create your Feature Requests. Pay attention to the phrases customers use to describe the features and consider using them in your articles.Writing Your Feature Request ArticleYour Feature Request articles should all follow a similar structure, made up of a title and text.Article TitleYour title should indicate that this is a request and should briefly describe the feature. Keep your title brief, but informative. For example: Request: Changing the Color of Your TextArticle TextYou can decide if you want to use the same text for all of your Feature Request articles or change the text for each request. Your Feature Request articles should contain one or more of the following sections:A sentence stating that the feature is currently not available.An invitation to vote for the feature at the bottom of the page.Additional information about the status of the feature.A workaround if one exists. Note:To avoid possible legal issues or user frustration, we recommend not including a release date as these can change. 

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Knowledge Base Insights

Review important Help Center article stats from your Knowledge Base Insights dashboard. Hover over the Insights icon  and click Knowledge Base to get started.Filtering Your Knowledge Base InsightsAdjust the following knowledge base filters:Time Range: Click to adjust the date range of the data you're analyzing. Select a preset time range or click the calendar to select a custom range and click Apply. Compared to: Click to adjust the date range used by the percentage of change metric. Language: Click to filter for articles in a specific language. Origin: Click to filter for the source of your data (e.g., Help Center or a specific widget).Category: Click to filter specific article categories. Viewing Your Knowledge Base Insights ChartYour Knowledge Base Insights chart consists of:Unique Visitors: The total number of unique visitors to your articles.Article Views: The total number of article views. Searches: The total number of article searches.Contacted Support: The number of visitors that contacted support after viewing an article. Self Service success: The percentage of viewers that did not contact support after viewing an article.Tip:Hover over the chart to view precise data measurements at specific dates or times. Article AnalyticsTake a look at article trends and view more in depth statistics beneath the chart.Hover over an article and click View to open a pop-up with further details. Then, hover over the chart to view precise data measurements on particular dates.Most Viewed ArticlesLearn more about the topics that interest your users. These are the most viewed articles during your defined time range.This report includes both the number of help center and widget article views. Most Helpful / Unhelpful ArticlesLearn what your users' favorite articles are and which ones may need improvement. This report is based on the number of "helpful" and "not helpful" votes each article receives. Most Popular Feature RequestsHere you can find out which features your customers really want according to the top voted feature requests. This report is calculated by the number of votes for your feature requests. Popular / Unanswered Search TermsIn this report you can explore trending search topics. These are the most searched for terms during your defined time range. Click the Popular searches tab to view your top searched key terms. Click the Unanswered searches tab to view search terms that do not return any relevant or related help center articles. Most Common Known IssuesThis report displays statistics on your most common known issues. These are bugs or known issues that have received the most clicks on 'I'm experiencing this issue' during your defined time range. 

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