Allow users to leave feedback after rating an article - 피드백 / Feature Request - Deskpro Support
It would be nice if users would be able to leave feedback after rating an article, because this would make it easier for agent to improve articles with a poor rating. This could be in the form of some kind of prompt when users receive a confirmation of their rating (Please tell us why you ... ).
This is something that is technically possible by enabling comments on articles from the backend, this can be improved though as you have described a trigger/escalation to prompt the user to justify their rating for better visibility.
Enable the requirement of a text comment, in case of a negative rating (articles/downloads)