Setting up Answer Bot (EAP) Follow

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22 comments

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    Matt Flowitt

    What are the chances of getting an article listing without the solve buttons included? This is the customization that we would require in order to make use of this feature. 

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    Mike Mortimer

    Hi Matt, the current UI design with the buttons is integral to how the feature works. We are exploring how to best implement an undo option if you're concerned with the mis-clicks? Maybe if you could outline your concerns or problems you're experiencing (or expect to experience) by having those buttons?

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    Jacob J Christensen

    This is truly exciting stuff!
    I don't see it addressed here, but rumor has it that the Answer Bot only works with the English language, is that true?

    If yes, when can we expect to see more languages supported?

    We have a multilingual setup and would love to add Answer Bot to it.

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    Matt Flowitt

    Hi Mike, thanks for the follow up!

    I understand it to be integral to the "self solve" elements although we've already implemented something similar that is currently working for us.

    We've leveraged the Zendesk API to implement our own self solve button and in doing so, have systematically removed the elements that create confusion for our customers (and prevent misclicks or missolves using our current system). 

    However, at this stage, we're manually creating triggers to populate our emails with articles and would love to leverage that element of what you have in place and partner it with our own. 

    Are their any plans to provide simply the article suggestions without the self solve elements, not just for me but for those that want the suggestions but don't want the self solve? 

     

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    Jeremy Brown

    Sometimes our Client Success Managers (Account Managers) open tickets on our client's behalf, describing the situation and the work needed. In these cases, we don't need AnswerBot. The requestor is set to the account holder e.g. Requestor = Account Holder (via Client Success Manager).

     

    What kind of settings would you recommend to disable AnswerBot in this scenario?

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    Erin Willis (Edited )

    @Jeremy 

    I *think* you should be able to set the trigger to skip tickets where the Requester:Role is not Agent/Admin. That way it would only fire if the ticket was created by the end user and not your team. 

     

     

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    Jessie Schutz

    Thanks for jumping in, Erin!

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    Mike Mortimer

    +1 Erin nailed it! :)

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    Alex (Edited )

    I was able to set a wonky trigger to tickets that self-close through Answer Bot, by setting the Assignee to "-"  (which is blank)

    the trigger works, but there's a weird event, "Unable to apply action from rule XXXXXX (assignee_id -> current_user): Assignee: is invalid"

    Anyone have better suggestions?

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    Mark McDonnell

    @Alex

    You made a trigger that sets the assignee to null "-", which is fighting with the way that Zendesk sets the assignee to the current user.

    However, Answer Bot doesn't need an assignee to solve tickets.

    I set my Answer Bot up like the below, and it works perfectly.


    The comment text, if you want to copy it is:

    Hi {{ticket.requester.first_name}},

    We received your support request and will do our best to answer it.
    {% if answer_bot.article_count > 0 %}
    In the meantime, let us know if any of the suggested articles below immediately answer your question.
    {{answer_bot.article_list}}
    {{answer_bot.first_article_body}}
    {% endif %}



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    Imaadh Siddiqui

    @Mark

    Thanks, you're a genius!

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    Alex

    Pardon, my question is around how to set up a trigger on tickets that close, after a user self-closes the ticket? 

     

    Second question, it seems adding a label only shows articles with labels. Somewhat defeats the machine learning- as this is human selected?

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    Mark McDonnell (Edited )

    @Alex

    Change the old trigger's "add tags" to "answerbot_attempted".



    Create a new trigger that adds a "solved_by_answerbot" tag when Answer Bot attempts and solves a question. This is based around the logic that if a ticket is solved, but the agent replies are 0, then Answer Bot solved the ticket. I took inspiration from Mike's answer here.


    Now run your trigger based off the presence of the "solved_by_answerbot" tag. 

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    Paya Schlass

    Hello! We recently started using Answer Bot and realized it isn't working for our offline chat messages. Is this because of the internal comment associated to every chat ticket? Is there a way around this?

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    Jessie Schutz

    Hi Paya! Welcome to the Community!

    I checked with some colleagues and was able to determine that AnswerBot should respond to offline chat messages, as long as the trigger is set up correctly.

    Since you mention the internal comment, the first thing I'd recommend checking is whether you have a Ticket: Comment is > Public condition on the AnswerBot trigger. If you do, that would explain why it's not firing. You'd want to change it to Ticket: Comment is > Present (public or private). This would make sure that it gets sent out regardless.

    Just remember that, if you do that, it will fire on ALL tickets that meet this condition, unless you create a Trigger specifically for chat tickets. I would recommend a separate trigger for those tickets.

    Let me know if you need any more help!

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    Paya Schlass

    Thank you Jessie! I just tried that but it still didn't fire correctly. It looks like perhaps it looks in the first comment, (which is internal and includes the user info, like IP address etc) and doesn't find a response..is there a way we can have it fire off based off the second comment which includes the customer's inquiry and is public?

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    Jessie Schutz

    Hey Paya! Sorry for the delayed response!

    Can you post a screenshot of how you built the trigger? That'll help me figure out what's going wrong.

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    Paya Schlass



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    Mike Mortimer

    Hi Paya, as mentioned in your support ticket Answer Bot is currently unsupported for the Chat channel. We will be building a specific integration of Answer Bot for Chat in the future, but currently what you are trying to do is not supported.

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    Paya Schlass

    Hi Mike,Thanks! Earlier Jessie had a potential workaround for chat but I guess that didn't work :( Looking forward to the chat implementation.

     

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    Scott Milliken

    Hello! We are currently looking to include Answer Bot as part of our "notify requester of received request". Currently we have the following setup:

    - 1 email triggered to notify the request has been received

    - 1 email triggered for Answer Bot for suggested articles

    What I would like to do is include Answer Bot in the first initial email for "notify the request has been received" instead of 2 separate emails.

    I was able to get this to work when there are articles to suggest, however if there are no articles to suggest, then no email is triggered.

    I included the example from above within the email body however the email will still not be triggered if there are no articles to suggest:

    {% if answer_bot.article_count > 0 %} 
        Here are some great articles that may help:
        {{answer_bot.article_list}}
        {{answer_bot.first_article_body}}
    {% endif %}

    Is this a limitation with Answer Bot where you can only trigger emails if there are articles to suggest?

     

     

     

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    Mike Mortimer

    Scott, sounds like something is not quite right. The trigger will always fire and the email will always send (even if Answer Bot doesn't have articles to suggest). Can you send me some example ticket IDs?

    In terms of general config we definitely suggest converting the "Notify requester of received request" trigger to make that your primary Answer Bot trigger.

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