Recently we had our Zendesk platform completely redone and during this, we implemented AnswerBot. Most of the time it works great but I have one major issue that I submitted a ticket about and we never came to a solid resolution.
The issue: When people use our submission form to create a ticket, as we prefer them to do so, so we can gather proper info upfront, and Answer Bot suggest articles, the consumer's firewall will crawl through the links provided to check for viruses. The crawling will click on the first article provided by AnswerBot and will then click on the "Did this article answer your question? Yes or No" withing the suggested article and click "Yes". Thus solving out the ticket without the customer ever clicking on a single thing. The other issue I noticed is that it would also auto-select that an article wasn't helpful. So either my tickets get auto closed or auto marked as not helpful when they come through our submission form but not when they come directly via email, which we are trying to move away from.
These are the suggested solutions I was not content with:
"One, you could edit your notification Trigger and remove the AnswerBot placeholders" This was basically saying, well you can shut it off. Which we did not want to do as it was a feature we are paying to help us deflect tickets.
"Or, option two is, that you could edit AnswerBot Notification Trigger to add a tag for AnswerBot.
Then you can create a Trigger based on this Tag and the change of the status to Solved.
And add an Action that re-opens the ticket and add a new tag. Based on this new tag, you can build a View that is dedicated to reviewing whether these tickets are actually closed for the right reasons." This was basically saying that we should build a trigger and view for me to manually review every auto closed ticket that Answer Bot solved. This was not satisfactory because the whole point of us paying for AnswerBot is to create a completely hands-off solution to deflect tickets.
After I requested that there be some further investigation into why this is happening I was told the following from the Dev Team:
"We have a 20 seconds time limit on the solves, so if the solve is attempted within that 20 seconds of creation of the deflection record then we will not solve the ticket. But this safeguard behavior is only for the email channel." In summary, this means that all of the time we put into creating a submission form to properly route, suggest self-help articles, and obtain required info from the customer up front, doesn't have the same 20-second buffer that anyone that sends a simple email to us does have.
This makes no sense to me as to why tickets coming in from web or API services cannot have the same 20-second buffer that ticket created the old school method of directly emailing (again we are trying to go away from this).
Please Dev Team, make this change happen or suggest something to me that doesn't completely negate the hands-off benefit of AnswerBot!
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