Viewing and managing your Answer Bot settings

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63 Comments

  • Brett - Community Manager
    Comment actions Permalink

    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
    Comment actions Permalink

    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 - Community Manager
    Comment actions Permalink

    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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