Setting up Answer Bot (EAP) Follow

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8 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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