How to add, approve, edit, and delete FAQ comments

The Comments section of your public FAQ pages allows patrons to provide feedback or ask questions about an FAQ. This can not only help you fill in any gaps an FAQ might add, but your responses to comments can also help other readers if they had similar follow-up questions.

FAQ owners will be notified each time a comment has been posted to one of their FAQs. New comments are not automatically published, so the general public cannot see them until they are approved by the FAQ's owner, an editor or admin-level user in that FAQ group, or a system admin.


How comments are posted

When viewing a public FAQ page, the Comments box will display all approved comments. At the bottom of the list is the Add a public comment to this FAQ Entry link, which patrons can click to add their own comment. They will then be prompted to provide a display name (it doesn't have to be their real name), email address (which is never displayed to the public), and the text of their comment.

Once submitted, the patron will receive a confirmation message that their comment was received and is pending approval by a staff member. If it's approved, then it will added to the list of comments on the FAQ's public page.

Adding a comment from a public FAQ page

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Manage pending comments via the Dashboard

If you have editor or admin access to one or more FAQ groups, you will see the Pending Comments tab appear on your LibAnswers dashboard. This tab will show you (in parentheses) how many comments are currently pending review.

To review these comments:

  1. Click on the Pending Comments tab.
    1. You can use the filters above the list to narrow it down by Comment ID, FAQ ID, Group, and/or the patron's Email Address.
    2. To view the FAQ associated with a comment, click on its on FAQ Entry link in the Comment column.
  2. The table will display each pending comment, including its submission date, the name and email provided by the patron, and the text of the comment.
    1. To make changes to a comment (i.e. remove words, fix grammatical mistakes, etc.), click on its edit () icon in the Comment ID column.
    2. If you do not want to publish a comment, you can click on its trash can () icon in the Comment ID column to permanently delete it. The patron will not be notified.
    3. To approve a comment and publish it to the FAQ's public page, click on the checkmark () icon in the Comment ID column. The patron will not be notified.

Options under the Pending Comments tab on the dashboard 

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Manage all comments via the Knowledge Base Explorer

If you have editor or admin access to one or more FAQ groups, you can view and manage all comments posted to FAQs in those groups via the Knowledge Base Explorer. This will not only indicate which comments are pending approval, but it will also list all previously approved comments, as well.

  1. Go to Answers > FAQ Entries.
  2. On the Knowledge Base Explorer page, click on the  Comments tab.
    1. You can use the filters above the list to narrow it down by Comment ID, FAQ ID, Group, status, and/or the patron's Email Address.
    2. Use the pagination buttons to browse any additional pages of comments (20 per page).
    3. To view the FAQ associated with a comment, click on its on FAQ Entry link in the Comment column.
  3. The table will display each pending comment, including its submission date, the name and email provided by the patron, text of the comment, and status.
    1. To make changes to a comment (i.e. remove words, fix grammatical mistakes, etc.), click on its edit () icon in the Comment ID column.
    2. If you do not want to publish a pending comment, or want to remove an approved comment, you can click on its trash can () icon in the Comment ID column to permanently delete it. The patron will not be notified.
    3. To approve a comment and publish it to the FAQ's public page, click on the Approve link in the Status column. The patron will not be notified.

Options under the Comments tab on the Knowledge Base Explorer page 

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Manage comments while editing an FAQ

If you have editor or admin access to one or more FAQ groups, you can view and manage the comments for any FAQ in those groups while editing the FAQ. You can also add your own comments, as well, if you'd like to respond to patron questions or feedback. Any comments that you add will be immediately approved and appear on the public FAQ page.

  1. While editing an FAQ, the Comments tab will indicate how many comments have been posted. Click on the tab to view them.
    1. If a comment has not yet been approved, a red Pending status will appear after the submission date. To approve it and publish it to the FAQ's public page, click on the checkmark () icon. The patron will not be notified.
    2. To make changes to a comment (i.e. remove words, fix grammatical mistakes, etc.), click on its edit () icon.
    3. If you do not want to publish a pending comment, or want to remove an approved comment, you can click on its trash can () icon to permanently delete it. The patron will not be notified.
    4. To add your own comment to the FAQ, click on the  Add Comment button. This will be automatically approved and appear on the public FAQ page.

Options under an FAQ's Comments tab 

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