Verwenden von automatischen Antworten zur Empfehlung von Beiträgen in E-Mail-Benachrichtigungen

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Aimee Spanier

Zendesk Documentation Team

Bearbeitet 02. Mai 2025

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      Yvonne P.

      Can anyone here confirm, when exactly the tag “ai_agent_automated_resolution” is added to tickets? As far as I understood it should be like this:

       

      1. Requester submitts tckts, receives article suggestions > tag “ar_suggest_true” is added

      2. If requester marks articles as helpful/unhelpful tags are added accordingly as well

      3. ONLY if the requesters selects “Yes close my request” the tag “ai_agent_automated_resolution” should be added ?

      We tested this last year already and noticed buggy behaviour, where tag “ai_agent_automated_resolution” was added, when it really should not be. Now we assumed there have been fixes etc. in that regard, so we gave it another careful test period - already have a ticket again, where the requester only viewed articles, tckt stayed open and had to be handled by a human agent - but in between the system added the tag " “ai_agent_automated_resolution” - can anyone explain to me why that happens?

       

      Assuming towards the Automated resolutions usage - that we will eventually be charged for, all tickets marked with the tag “ai_agent_automated_resolution” will be counted? 

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      Pedro Rodrigues

      Hey Zendesk team, just a suggestion: it would be great having an additional placeholder for autoreply.first_article_link. This it would allow us to edit the autoreply content in order to link to the article, especially in cases where we only send the first matching content (e.g. “It looks like this article may have the answer to your query: …”). Thanks!

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      Ivan Miquiabas

      Hi Sami, 
       
      Thanks for reaching out! 
       
      Can you provide a screenshot of what specific icon are you referring to? 
       
       
      Cheers! 

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      Sami

      Where do we customize the icons used in the autoreply? the icons are too big.

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      Josh

      This is such a great feature!

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      Anne Ronalter

      Hello David,

      I can see, that you have a few questions about the Article Recommendations which I will answer here now.

      1. It is not possible to change the sentences, this is due to the fact, that they are part of placeholders. 
      More details about this topic can be found here:
      https://support.zendesk.com/hc/en-us/articles/4408825385242 

      2. Article recommendations can be found in Explore. Our article "Analyzing article recommendations from Answer Bot" will provide you with more details:
      https://support.zendesk.com/hc/en-us/articles/4409155069466-Analyzing-article-recommendations-from-Answer-Bot 

      3. Natively this is not possible, but you might be able to customize something like that with Triggers to find here:
      https://support.zendesk.com/hc/en-us/articles/4408894189082-Best-practices-Setting-up-Answer-Bot-triggers-views-and-workflows#h0sj62mlybt1v22j6318w7tje224ap8

       

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      David Drysdale

      Hey team, a few questions:

      1) Is it possible to change the text for:
      'Do any of these articles answer your question?'
      'Does this articles answer your question?'
      'Yes, close my request'

      2) Where does the feedback go if a customer replies 'No' ?

      3) Is it possible to turn off closing the ticket if the customer replies 'Yes' ? We'd like to keep tickets open as a safety net while we build confidence with Answer Bot.

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      Dave Dyson

      Hi Beth,
       
      When you set up Answer Bot, you'll need to set up Triggers that tell Answer Bot when to offer article suggestions -- so you can use the Channel Is trigger condition to limit which channels Answer Bot should offer suggestions for (you'd want to create one trigger that acknowledges the incoming ticket and offers articles, and another that just acknowledges the ticket without offering suggestions). See Creating and managing triggers for Answer Bot (and Creating and managing triggers if you haven't worked with triggers before).

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      Beth Borghi

      Is there a way to turn off Answerbot suggestions in emails and only leave it on for webforms?

      OR

      Is there a way to turn off the user's ability to solve a ticket? I see this option in Knowledge Capture but not in Answerbot.

      Scenario: we have a small percentage of users who are accidentally solving and closing tickets after reading suggested articles in the automated emails. They then are understandably upset because our support team hasn't replied to them (because they closed the ticket).

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      Chad Susa (Gravity CX - Zendesk Partner)

      Hi All

      Do I have to enable labels on articles for AnswerBot to work in the email and webform channels? In the AnswerBot testing and configuration modal it says 'optional.'

      The weird thing is that AnswerBot successfully suggests articles when we search via the Widget (Classic) but not Email or Web forms.

      The search criteria we are using is 'Store Locations' which is exactly the same for each channel (email - Set as the email subject and in the email body; Web Form - set as the form subject and in the body; Web Widget - search string we enter into the widget) - only in the web widget does AnswerBot successfully suggest the article. 

      'Store Locations' is the subject and in the first paragraph of the article.

      I've confirmed that the AnswerBot enabled trigger runs on each request (email and web form) but it doesn't suggest the 'Store Locations' article.

      Although I think it's a different technology, the Knowledge Capture App also successfully suggests the correct article.

      And we have 498 resolutions left for this month.

      I have a feeling I'm missing something but just not sure what.

      Thanks

      Chad

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