How can I disable Answerbot suggestions for certain email addresses?

Beantwortet

6 Kommentare

  • Dan Cooper
    Community Moderator

    Hi Eckhard Doll,

    I've been experimenting with liquid markup on this and might have a solution for the email channel.  

    When you have an Answer Bot trigger, you can add a conditional statement around the existing liquid markup like this: 

    {% if ticket.organization.name != "Org Name" %}
    {% if answer_bot.article_count > 0 %}
    Here are some great articles that may help:
    {{answer_bot.article_list}}
    {{answer_bot.first_article_body}}
    {% endif %}
    {% endif %}

    The ticket.organization.name can be swapped out for another placeholder you want to validate against.  This won't stop recommendations from being generated (they'll still show up on the ticket as having been offered) but you can use a follow up trigger to update the ticket giving your agents a heads up that while recommendations are listed, they haven't been applied: 

    My action is notifying a webhook that hits the Zendesk Ticket API to update the ticket with a private comment.   There are some steps here for using a URL target for private comments that are similar to the webhook approach.

    On the agent view the internal note indicates that suggestions aren't sent out via email. 

    2
  • Gab Guinto
    Zendesk Customer Care
    Hi Eckhard,
     
    There's no native condition for requester name or email, but it sounds like you are on the right track – a workaround is to use user tags to identify tickets submitted by a particular requester. 
     
    Have you added the condition statement Tags | Contains none of the following | ... to the notification triggers that send Answer Bot Article suggestions? These should prevent those triggers to fire on tickets that contain those tags.
    1
  • Eckhard Doll

    Thanks, Dan Cooper for taking the time and Gab Guinto for your suggestions.

    Maybe me mentioning "specific requesters" was misleading. I cannot utilize the organization or a particular requester as we do not use organizations this way and there are way too many requesters.
    I would like to decide whether the Answer Bot should be triggered based on the "received at" condition as we use e.g. distributors@xyz.de 
    I used tags for the triggers that I set up but that doesn't seem to work. I have to dig in deeper and review all of them, I guess.

    What I do not get is why "received at" can only be used with "is" and not "is not". That would make things a lot easier.

    0
  • Dan Cooper
    Community Moderator

    You could clone your notification triggers.  Include the condition for Received at | Is Not | on your standard one, and use Received at | Is | on the one that you want to send Answer Bot replies on.  

    If you clone the notification logic, you'll need something to prevent sending multiple emails. Adding a tag on each trigger like "autoresponse_sent" and checking for the tag before firing a second email can allow you to have a few custom variations of your outbound emails. 

    0
  • Eckhard Doll

    Thanks Dan Cooper, but how to do that if there is no "Received at - is not"? If this was an option, this should be a no-brainer but as long as "is" is the only selection, this won't work.

    But maybe I am missing the obvious here.

    0
  • Dan Cooper
    Community Moderator

    Eckhard Doll My apologies, I misread your last post and thought you were saying Is Not was an option.  You could still use multiple notification triggers using the Is option thought it might be overtly tedious if you have more than a few support addresses.  

    Trigger 1: 

    ALL

    • Ticket | Is | Created
    • Tags | Contain none of the following | autoresponse_sent

    ANY

    • Received at | {support address 1}
    • Received at | {support address 2}

    ACTIONS

    • Send email | requester
    • Add tags | autoresponse_sent

    Trigger 2: 

    ALL

    • Ticket | Is | Created
    • Tags | Contain none of the following | autoresponse_sent

    ACTIONS

    • Send email | requester
    • Add tags | autoresponse_sent
    0

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