Troubleshooting: Answer Bot isn't suggesting articles

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9 Comments

  • Thomas D'Hoe
    Community Moderator

    Hi,

    Little update to this article (see under).
    Answer bot is now available in more languages than only Engelish!

    Thanks!

    The ticket is not English

    Answer Bot is currently available in English only. Any tickets from an unsupported language will either get no results, or potentially have your English articles be suggested.

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  • Vassilios Lourdas

    Hello, I am trying to test a ticket submitted in English and German, but I get results only when I add text in English, while the articles have a German translation. Any help?

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  • Mike Mortimer
    Zendesk Product Manager

    Hey Vassilios, I've created a ticket for the support team to look into this for you.

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  • Vassilios Lourdas

    Hi Mike, actually after activating it does send, but when testing the triggers in German, then I get no suggestions, while on the live system I do. Strange.

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  • Blake Freeman

    Why is answerbot disabled for followup tickets? Is there any way to enable it?

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  • Thomas D'Hoe
    Community Moderator

    Hi Mike,

    When testing the Answer Bot I see that it gives not relevant articles because we have a lot of text in our signature. 

    Is your team already investigating this problem? Because for us this is a no go to work with answer bot.

    See also my support ticket: 3915562

     

    Thanks!


    Thomas

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  • Jessie Schutz
    Zendesk team member

    Hey Thomas!

    I see from your Support ticket that my colleague Chad let you know that the signature suppression feature is something we're currently working on but we don't have a timeline for any changes at this time. Let us know if you need anything else!

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  • Fabien Renard

    Hi,

    We use the answer bot in an Intranet where all users are authenticated.
    We want to restrict access to all articles, is there a way to authenticate the users without them knowing it ? 

    Best regards

    Fabien

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  • Ariane Frances dela Cruz
    Zendesk Customer Advocate

    Hello Fabien, 

    If all your users are already authenticated in the Help Center, there’s no need to log in again to see the articles. Once they log into the Help Center, they will see all restricted articles in the Web Widget.

    However if you add the Web Widget to an external website (outside of Zendesk Guide) and have restricted articles, you would need to generate a shared secret and add it to a JWT token. Once it’s done, you will need to add additional snippets to the website’s code. This snippet will automatically authenticate the users on your external website and show restricted content. Here’s the Guide article you can follow Using restricted Help Center content with the Web Widget.

     

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