Viewing and managing your Answer Bot settings

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65 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Nathalie,

    The Perform these actions section is still available but has been changed to Actions as shown in the screenshot below:

    You'll just need to use the Status > Open action if you would like for your ticket to re-open once the conditions are met.

    Hope that makes sense!

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  • Nathalie Mangan

    Hi Brett,

    Thank you for the reply. I have added the action 'status - open' as you suggested, but the ticket still solves automatically if 'yes close my request' is selected from the suggested answers.

    We need it to remain open rather than automatically solve.

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  • Brett Bowser
    Zendesk Community Team

    Hi Nathalie,

    Thanks for the additional information! I reached out to our Answer Bot team and they informed me that you would need to create a trigger that looks for tickets that have been solved without an agent response as well as been tagged during the answer-bot process. They recommended you take a look at this article for more information on tagging answer bot tickets: Best practices: Setting up Answer Bot triggers, views, and workflows

    There should be an Agent replies condition you can use to get this trigger working properly.

    I hope this helps!

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  • Rebecka Linnér

    Hi, 

    Why is it not possible to see and customize the default triggers made by the AnswerBot in the Messaging solution? Is this on your roadmap?

     

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  • Nicole Saunders
    Zendesk Community Team

    Hi Rebecca,

    I don't believe that we've heard this feature request before. I encourage you to post it to the product feedback forum, where other users can upvote the idea and, if it's something enough users are interested in, then a product manager may review it for the future.

    Here's a link to that forum: https://support.zendesk.com/hc/en-us/community/topics/200132066

    And if you haven't posted there before, here is information on how to write an effective feedback post.

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