Viewing and managing your Answer bot settings

You can view and manage your Answer Settings, including an overview of monthly activity, and your Answer Bot-related triggers and web form settings, from the Answer Bot admin page.

This article discusses the following topics:

• The Answer Bot admin page
• Monthly activity summary
• The Email tab
• The Web form tab

The Answer Bot admin page

You can open the Answer Bot management page by clicking the Admin icon () in the sidebar, then selecting Business Rules > Answer Bot.

Monthly activity summary

The monthly activity summary displays information Answer Bot activity, including:

• Successful resolutions, the number of support requests marked by customers as Solved because of a suggested article.
• Available resolutions, the number of remaining resolutions based on the selected Answer Bot subscription limit.
• Days remaining, the number of days left in the current Answer Bot subscription cycle.

In this section, you can also open the Answer Bot subscription management page, by clicking the Manage button.

The Email tab

The Answer Bot Email tab addresses the triggers associated with Answer Bot.

It contains two sections:

• Answer Bot triggers, which lists all active triggers with the Notification: Answer Bot action enabled.

• Recommended triggers, which lists existing triggers that run on ticket creation, that could be improved by adding an Answer Bot notification

Answer Bot triggers

The Answer Bot triggers section lists all active triggers with the Notification: Answer Bot action enabled. It displays the trigger names and usage numbers for the past 30 days.

In this section, you can also open each trigger's edit page, by clicking the Edit button. For more information, see Creating and managing triggers for Answer Bot.

Note: Answer Bot is not compatible with the {{header}} placeholder, which is an unsupported and deprecated placeholder that some customers may still be using in their HTML Email Template. The HTML Email Template can be found here: Admin > Channels > Email > Email Templates > HTML template

While this placeholder currently functions with standard email notifications, it produces a malformed header in Answer Bot Notifications. To resolve the issue, remove this {{header}} placeholder from the Zendesk HTML Email Template. To replicate the look and feel of this placeholder, you can add the following code (with appropriate styling added as desired) to the Email Body section of your account's Notify Requester triggers.

 <a href="{{ticket.link}}">Ticket #{{ticket.id}}: {{ticket.title}}</a>

Recommended triggers

The Recommended triggers section offers suggestions for triggers that run on ticket creation, that could be improved by adding an Answer Bot notification. It displays the trigger name, how often the trigger was used in the previous 30 days, and the estimated number of potential resolutions.

In this section, you can also open each suggested trigger's edit page, by clicking the Edit button. For more information on modifying triggers for Answer Bot, see Converting an existing trigger for Answer Bot.

The Web form tab

Clicking the Web form tab displays options for including Answer Bot in your ticket forms.

It contains two sections:

• Web form, where you can enable or disable Answer Bot for the web form.
• Active web forms, where you can view any ticket forms with Answer Bot available, an enable or disable Answer Bot on these forms.

For information on these options, see Using Answer Bot with your web forms.