If Answer Bot isn't returning any suggested articles, it may be caused by one of the simple reasons below, and a quick fix may resolve it.
- Your trigger conditions aren't being met
- The ticket is being created from an unsupported channel
- The ticket content is too short
- There are no relevant results
- You've added article labels to Answer Bot's whitelisting function
- Your content is restricted
- There are no results for follow-up tickets
Your trigger conditions aren't being met
Some triggers have the condition Ticket: Status is New. However, in some cases new tickets can be created with the status Open which prevents the Answer Bot trigger from firing. Double- and triple check all the conditions set on the trigger to make sure that the actual trigger is firing correctly.
Pro tip: Adding a tag when the Answer Bot trigger fires will ensure that it shows up in the ticket's Events, in the comment stream. If that tag is not being added to the ticket, then the trigger hasn't fired and you can continue debugging why.
The ticket is being created from an unsupported channel
Currently Answer Bot has been designed to primarily work with email, webform, and API channels. Tickets from Chat, social channels, and Voice have been specifically excluded. Based on feedback we received during the EAP, follow up tickets will also not trigger any Answer Bot suggestions. Check your ticket and confirm it's being created from one of the supported channels.
The ticket content is too short
Answer Bot has been built to understand language and context and is not a keyword searcher. Also, using "Test : Test" as the subject and description is really not a great test of how Answer Bot works ;) - Answer Bot will not run unless there are more than seven unique words in the subject and description. We highly recommend using realistic, accurate subjects and descriptions to see how Answer Bot works.
There are no relevant results
If there are truly no close article matches that Answer Bot determines relevant to the ticket content, it won't suggest any articles at all. So make sure that you have a relevant, matching articles that should be suggested.
You've added article labels to Answer Bot's whitelisting function
The article whitelisting feature (using labels) is extremely useful however, if used incorrectly can cause situations where no articles can be found. Double check your labels and remove any that aren't needed
Remember that Answer Bot always considers the requesters access rights
As an admin, you will be able to see all articles within the configure and test tool. Just remember that Answer Bot will only ever send articles to requesters that they have access to - this can create situations where no articles are suggested because they are all restricted in some way to that requester.
There are no results for follow-up tickets
Answer Bot has been specifically disabled for follow-up tickets.