Creating and managing triggers for Answer Bot

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81 Comments

  • David Coleman

    I have noticed that recently "Convert to Answer Bot" option isn't displayed for the default triggers for new Zendesk instances. Is this because of the CC inclusion of recent? Most customers are "good to go" with the defaults of this conversion action, so ideally it would continue to be available for new trials/implementations. Otherwise, us freelancers need to start telling customers they will need to pay for the additional time required. 

    I am not saying it takes that much effort to create the triggers manually = ) But, the convenience of the conversion is desirable.

    Any help is appreciated, David.

     

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  • Shiyu Zhu
    Zendesk Product Manager

    Thanks for raising this David. That's correct, there is a bug in the system that is causing the 'Convert to Answer Bot Trigger' button to disappear. We have fix on the way and the button should reappear in the next few days. Thanks

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  • Allen Lai

    I'm not sure if this is mentioned anywhere, but what's the best practice for not sending the default auto-acknowledgment trigger we send for every new ticket? I don't want customers to receive two auto-responses and prefer to send just one.

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  • Elissa
    Zendesk Community Team

    Hi Allen Lai

    I'm not sure I understand your question exactly so let me know if I'm off base here. It sounds like you currently have two triggers, one that auto-replies to tickets (such as the "notify requester of received request" trigger) and another that sends an auto-reply WITH an answer bot answer. You want to make sure your customers only receive one or the other, not both?

    If that is the case, yes! You can easily make sure that one does not fire if the other has.

    First I want to make a note that the strategy described in this article has you transform/convert an existing trigger (such as the "notify requester of received request" trigger) into an answer bot trigger. So you would not end up with two different triggers, just one that is now active for answer bot. So you wouldn't need to worry about two different duplicate triggers firing. But! If you have a workflow that uses two different triggers anyway, read on :) 

    To make sure only one or the other trigger fires on a ticket, simply have each of the two triggers add a unique tag to the ticket, and set a condition on each to not fire if the other trigger's unique tag is present. 

    For example, on Trigger One add the action "Add tags auto_response_sent" and on Trigger Two add the action "Add tags answer_bot_answer_sent". Then in Trigger One add the condition "Tags contains none of the following answer_bot_answer_sent" and on Trigger Two add the condition "Tags contains none of the following auto_response_sent".

    Now, each trigger will add a tag when they fire on a ticket and send a message to your customer. And each trigger will NOT fire if the other trigger's tag is present on the ticket (indicating the other trigger already sent the customer a message).

    I hope that helps! Let me know if you had further questions!

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  • Karen Feldman

    How are email scanning tools handled with Answer Bot? We have a lot of customers who utilize tools like Proofpoint or FireEye. We had to change our CSAT from including the good/bad options within the email itself, to giving them the URL to rate there because we were getting false responses. With implementing the Answer Bot, that's a concern of ours as well- we'd receive false resolutions. 

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Karen,

    I confirmed with our Answer-bot team and this shouldn't be an issue. Even if email scanning tools are clicking and opening the Answer Bot suggested links, you still need to follow up and confirm that you want to close the case when you get to the help center.

    Let me know if you have any other questions!

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  • Karen Feldman

    Thanks Brett! So, we would be required to have the ticket portal in place in order to have email notification answer bot enabled? We do not yet have the ticket portal set up; all tickets are submitted and responded to via email. Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Karen,

    You shouldn't need to have the customer portal enabled for users. They would only need to have access to your Help Center to view the content.

    Cheers!

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  • Leonardo Jesus

    I'm not sure why, but the answer bot, displays null at email:
    And it works perfectly and Zendesk:


    My trigger: 



    I hope someone can help me, because I need the articles on email, and this isn't working :/


    Best regards, Leonardo

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  • Kay Heunen
    Community Moderator

    Hi Leonardo,

    Did you receive an email at all? Or no email?
    Could you share a screenshot of the events on the first comment, so we can verify?
    I believe it might either have something to do with trigger conditions or the warning icon in the top right of the first comment.

    My Spanish is perfect, but it looks like you are trying to send an email when a [ ticket status ] [ is ] [ new ]
    I would recommend to change that to [ ticket ] [ is ] [ created ]. If you set it up like that you have to create less triggers, and the conditions are more event driven.

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  • Leonardo Jesus

    Hi Kay,

     No email...
    Sure!


    The warning is, "The user Leonardo Jesus, was not connected at the moment when the comment was sent"

    But Ticket Is New, is not equal to Created? 



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  • Brett Bowser
    Zendesk Community Team

    Hey Leonardo,

    Looks like you haven't received a response on this! Are you still experiencing issues with answer-bot not functioning properly? I'm happy to create a ticket on your behalf to troubleshoot further.

    Cheers!

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  • Allen Lai

    Is there a way to remove or edit the "Do any of these articles answer your question?" header within the email?

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  • JJ
    Zendesk Customer Advocate

    Hello Allen Lai,

    That is part of a pre-determined placeholder, answer_bot.article_list, and unfortunately cannot be edited or replaced, since it is required by the automation.

    Hope that answers the question!

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  • Luis

    Hi everyone!

     

    I've been configuring answer bot during these past weeks, and I'd like to know if there is any possibility to change the behavior of the button "yes, close my request" at the end of the article displayed in the email.

     

    I'm talking about this one.

     

    The change that we are thinking is about making that the button actually solves the ticket and doesn't redirect the user to the article on the help center. Is there a possibility to configure it like that on our end?

     

    Thanks in advance.

     

    Regards,

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  • Grzegorz
    Zendesk Customer Advocate

    Hi Luis,

    Thanks for reaching out to our Community!

    I hate to be the bearer of bad news, but at the moment, it's not possible to customise the way the Answer Bot's suggestions are displayed in email notifications. The reason for this is that the message is returned by the Answer Bot through placeholders that are added to your triggers. These placeholders are {{answer_bot.article_list}} and {{answer_bot.first_article_body}}.

    The button from your screenshot is added by the second placeholder {{answer_bot.first_article_body}} and is visible on the first article. Unfortunately, there is currently no way to access these placeholders and change the content they return.

    Let us know if you have further questions!

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  • James Beniston

    This looks so exciting, cannot wait to get it setup!

    Two questions:

    • Can the answer bot placeholders be used inside of dynamic content?
    • Can this be used across several different languages?
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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi James,

    Thanks for reaching out! Yes you can use Zendesk placeholders in your dynamic content. For example, you can add placeholders for ticket and user properties. See Zendesk data object (placeholders) referenceZendesk data object (placeholders) reference. You can also add other dynamic content placeholders.

    https://support.zendesk.com/hc/en-us/articles/203663356-Providing-multiple-language-support-with-dynamic-content

    Dynamic content is also how you would setup support for multiple languages, so this should work for both of your inquiries.

    Thank you!

    Jason Schaeffer | Customer Advocate |

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  • James Beniston

    Thanks for coming back on this Jason, much appreciated!

    Should this answer bot code work from within Dynamic Content:

    {% if answer_bot.article_count > 0 %}

    {{answer_bot.article_list}}
    {{answer_bot.first_article_body}}
    {% endif %}

    I tried it but with no success.

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  • James Molina

    I am having the same issue.  Answerbot is not working when I place the code within Dynamic Content

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  • Sonny
    Zendesk Customer Advocate

    Hi James,

    It appears that the Answer Bot placeholders don't work with dynamic content, see more details here: https://support.zendesk.com/hc/en-us/articles/115004477627

    Thank you!

    Yours truly,

    Sonny Rebenito | Tier 1 Associate Customer Advocate | support@zendesk.com

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