Best practices: Setting up Answer Bot triggers, views, and workflows Follow

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    Justin Smith

    Suggestion: When setting up the trigger to tag tickets as solved by answer bot, you suggested:

    • Ticket Status: is greater than Pending
    • Agent replies = 0

    However, if your agent needs to check with an internal stakeholder and places the ticket as On-Hold, before sending a response to the customer, the customer will receive an email saying "Glad you found your answer with our self service articles!"

    I instead set it up like this:

    Ticket Status: is changed to Solved

    Agent replies=0

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