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

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27 Comments

  • Justin

    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

    1
  • Chris Stock

    The answer_bot_solved trigger is fired when an Agent solves a ticket without a public comment too.

    2
  • Geoff Williams

    We do not currently have Professional or Enterprise, instead we have an old grandfathered account. I don't have the option to set status to 'Is changed to Solved'. Is there another way to identify and separate tickets that have been solved using answer bot?

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  • Mariliam

    Hi there! I have set up the follow-up for self-solve successfully, but for some reason, I keep getting the email responses from users when they reopen the tickets as assigned to me.  

    I noticed the tickets solved with AB get assigned to me automatically after successful user interactions. How can we avoid these tickets from getting assigned to agents? I would rather have these reopened tickets back in the queue and not in the admin Open queue. 

    Any ideas? Am I doing something wrong or missing a step somewhere?

    Thanks~ 

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  • Jamie Noell

    I had initially set the answer_bot_fired tag to be added on the trigger as specified above, but it seemed to add to all tickets and not just the ones where Answer Bot actually suggested articles.  I read the Liquid Mark-up documentation and it does not appear to allow the capability to set a field value, like a tag.  I am now trying to create a second trigger to set the answer_bot_fired tag based on ticket comments - we will see.  Does anyone have a better idea?  

    3
  • Jamie Danjoint

    I find this is marking cases as answer_bot_solved when the client marks the case as Solved prior to us making the first response (they figured out their answer, but not bc of Answer bot). I'm having to manually remove tags and it's becoming daunting to manage.

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  • Vladan Jovic

    As Jamie Noell noticed, the trigger will put a tag "answer_bot_fired" even if AnBot is actually not fired.

    I need a way to tag tickets with a tag only in a case when a user receives an email with listed articles (user gets one or more articles, that should mean AnBot is fired). :/

    1
  • Andrew

    This also wouldn't work for Answerbot within the web form or widget.  Shouldn't Zendesk tag "answer bot fired" automatically?!

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  • Hemlata Mansukhani

    I tested the function. 

    1. Close a ticket and confirmed it is resolved by answer bot

    2. I received the message - ticket is solved, if it was incorrectly closed, please reply and we will re-open the ticket. 

    I checked ZD, the ticket is not re-opened. Please advise if I am doing anything wrong here

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  • Mike Mortimer

    Hemlata, you might need to reach out to support to help review your triggers / automations to make sure they are setup properly to allow a ticket to be re-opened when a user replies. I've created a ticket on your behalf to get someone to help review it with you

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  • TJ Baker

    Howdy! How can we assure 'answer_bot_solved' tag is NOT added when an agent closes the ticket?

    The recommended trigger above suggests using 'Agent replies = 0' as a rule, however, that is often the case when we are closing up spam, or other various types of inquiries we get which receive no reply before moving to Solved.

    Any ideas? I've tried to look at various rule options to no avail...

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  • Mike Mortimer

    Hi TJ, I might request this best practice to be updated. I think the following setup might better cover all these cases, but I'm keen to get everyone's thoughts to see if there are any cases it's missing:

    Role is end user. Ensures that the end user themselves is self-solving the ticket
    Status is changed to "Solved". I.e. they are solving their own ticket
    Tags contains "answer_bot_fired" ensures this only runs on tickets where Answer Bot actually fired
    Agent replies is 0 ensures that agents have not been involved. This condition is probably optional.

    Let me know what you think and if this is a better recipe to use for best practice moving forward?

    1
  • TJ Baker

    Hi Mike,

    That looks indeed like it would probably solve this for us! Thank you for pointing it out! I'll make the adjustment and see how it goes.

    Cheers!

    0
  • Mike Mortimer

    No worries, look forward to hearing if it worked as expected. 

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  • TJ Baker

    Hey Mike, I finally got around to testing this after seeing a recently agent solved inquiry land in our folder for 'answer_bot_solved' tickets.

    Seems the role rule is maybe not applying (guessing). I shouldn't think it would matter if it were at the top of the rules, or bottom, but does it? I added the role to the trigger and so it's at the bottom of the requirements ...

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  • Nivedita Mahesh

    Hi! I have the same question as Jamie Noell and Vladan Jovic. How do we make it so that the 'answer_bot_fired' tag ONLY gets added to tickets where an email was fired off with a list of suggested articles? Right now, it gets added to all tickets regardless of whether there were suggested articles or not. 

     

     

    1
  • sebastian

    It's a bit strange that there are no conditions for answerbot itself. Thanks @mike for the role idea. Have to test a bit but the first tests worked so far.

    I still search a reliable way to find out how many and which tickets were solved by answer bot actually. At least it costs 1€ for each solution. I guess chances are that it will get clicked even though answer bot didn't help. So I would like to see the real performance instead those guesstimates in admin area.

    I was told it can be solved with insights. Anyone created a report already that lists all tickets that really should have been solved by answer bot? I would like to check those tickets out then.

    0
  • Brad Harris

    @Mike - I modified your suggestion and got it to work correctly:

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  • Nicole - Community Manager

    Glad to hear you got it working, Brad! Thanks for letting us know.

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  • Justin

    I have the same question as others here. How do we only apply the answer_bot_fired tag to tickets where AB actually suggested articles? Additionally, where is the functionality to train the bot over time (right now we can say "no, this article shouldn't have been suggested" but we can't say "instead of that, you should have suggested this article").

    1
  • Dan Kondzela

    Great question, Justin

    There's no button that you can click or condition that can be set for 'no articles suggested'. Also, since the liquid conditional statements in the answerbot triggers like {% if answer_bot.article_count > 0 %} will only alter the message sent to the end user it will not be actionable in a trigger.

    Sorry to be the bearer of bad news here but unless there is a workaround I am not seeing there is no clean way of removing that tag from articles where the trigger fired, but did not suggest an answer.

    As for improving answers beyond flagging 'No this article shouldn't have been suggested' we recommend the following six steps: https://support.zendesk.com/hc/en-us/articles/115004478267

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  • Nodreen Kiwanuka

    I've just updated my re-opened tickets trigger with the condition (re-opens = less than 1) and was wondering if this will remove the tag retrospectively for all tickets in that view or just the new ones? i'm still replies to previous tickets in my answer bot view even though answer bot was not fired.

    0
  • Jessie - Community Manager

    Hi Nodreen!

    The changed trigger will only run on tickets that are updated, which means that any tickets created prior to the change would need to be updated manually in order for the changed trigger to run on them.

    0
  • Nodreen Kiwanuka

    Thanks Jessie

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  • Nivedita Mahesh

    How can I make it so that the "answer_bot_solved" tag gets added only when the user actually resolves the ticket by clicking on one of the articles suggested by Answer Bot? Right now, it gets added even when the user simply closes the ticket without doing anything. I've tried setting up the solved trigger to look for keywords in the comment to see if that would do it, but without any luck. When setup this way, the tag doesn't get added even when it's a legit resolution by Answer Bot - I don't know why. 

     

    Anyone got any ideas? I've run out of ideas at this point! Thanks for any help you can offer. 

     

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  • James Sanford

    Hey Nivedita!

    My apologies, the event in which Answer Bot tickets are marked as solved by customers is not actionable via Business Rules such as Triggers and Automations since there is not actually a comment being added to the ticket.  The reason these best practices recommendations are provided as they are is because these are the methods you'll need to use at this time if you wish to best identify the tickets in which Answer Bot has offered suggestions to and/or solved the ticket your customer had submitted.

    "Right now, it gets added even when the user simply closes the ticket without doing anything."

    It's not possible for an end-user to close a ticket without doing anything. It sounds like you may wish to check the Ticket Events when you're seeing this happen as it sounds like your Agents are assigning these tickets to themselves and solving them without replying to your customer.  The best practices Triggers are built with the expectation that your Agents will reply to your customers on tickets instead of solving them without replying so if that is not the case you may need to adjust or refine your Trigger conditions to align with your Agents' workflows.  Alternatively you may wish to have a conversation with your Agents who are solving these tickets without replying and ask them not to handle customer requests in that manner.

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  • Nivedita Mahesh

    Thanks, James! That clarifications really helps. I didn't realize that the 'mark as solved' button appears for end-users only when the ticket is assigned to an agent - so that's one less thing to worry about!

    Thanks again! :) 

     

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