Using Article Recommendations with your web forms

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  • Shannon Lewis

    The pop-up seems to be causing quite a bit of confusion with our customers.  Since we have switched to the webform, over half of our customers who have clicked "Yes, close my request" didn't understand and/or mean to do it.  The article they read did not answer their question.  They then have to submit a second ticket and we get a bad customer satisfaction rating because we didn't answer their question before closing the ticket.

    I realize that "Yes, close my request" might seem obvious that if you click it you are saying that the article helped you and to close the request, but given the data I am seeing it's not.  If I had to guess I would say folks just see the black button and think it's closing the pop-up and not their ticket.

    Given this, is there any way to change the text in the button or add text telling them to only click close if the article fully answers their question. (Or something like this.)

    Are you seeing others with this problem?

    I wanted to turn this pop-up off and have answerbot provide answers in the trigger we set up to reply to the requester when the ticket is created, but this doesn't seem to work, answerbot doesn't provide any suggested articles.



  • Justin

    +1 I'm wondering the same thing as Shannon. We're noticing a lot of people are possibly closing their request via web form unintentionally, then they follow up and ask why we never responded. Is there any way to customize the copy on the pop-up/overlay? 

  • Mirjam Happel

    I have the exact same problem as Shannon as well. It would be really great if we could customize the text on the screen and buttons as we refer to requests as "Tickets" and are not connecting the dots. They are using the button thinking it is close the window. 

    Maybe simply changing the button with "Not Helpful" to "No, close window", would help suffice as well. 

    It is a huge problem for us and we may even decide to stop using Answer Bot because of this.


  • SeanR

    It would be nice if we could key off of this event in triggers and send them a message like; "It looks like you have set your ticket to solved by choosing a relevant article. We are glad you were able to find a resolution. However, if closing the ticket was not your goal, please reply to this email and let us know. We will be happy to help"


    Now I know that people who have proven that they do not read will probably not read, but this will give a path back and some CYA.



  • Nick B

    I agree with the others above - this is a simple change but it has a big impact, the call to action button to mark the ticket as solved is far too strong. We've had a few cases where customers have closed their ticket thinking they were just closing the window, then have followed up to query why we didn't respond. A simple change to CSS styling on those buttons is all that's needed.

  • Molly Katolas

    I created a product feedback post here regarding this exact thing. We're running into the same issue where our customers are closing the ticket without meaning to. Go upvote/follow and hopefully we can get some traction with Zendesk on it.

    I wish I could get our customers to just pay more attention, but unfortunately, that's a pretty big lift :)

  • Brett Bowser
    Zendesk Community Team

    Thanks so much for sharing your feedback Molly and sharing your post here for visibility :)


  • Mirjam Happel

    The interface of Answer Bot on web forms has recently changed and because of that I decided to give it a try again. (after switching it of because users were not understanding the interface) Unfortunately I found that users are still not understanding what they need to do and in order to close the window. They are still indicating that their request was solved instead of clicking the X on the top right or even 'No, I need help'. Over the past 3 weeks we had to re-open about 50% of the Answer Bot resolved tickets. Also our satisfaction rating has dropped due to users not understanding why their ticket was solved all of a sudden. This cannot be the intention of Answer Bot. It needs to be fool proof and intuitive. Manually going through each Answer Bot resolution and reopening them, is also creating more overhead then it is saving. 

    Is there anything else being done on the design, or better yet, can we fully manipulate the design in the future? If it stays like this I'm afraid this feature will not work for us and we will switch it off again. 

    Maybe something else that could help. It would be nice if we could send them a message when they "solve" their ticket trough Answer Bot without viewing any articles, telling them it was THEM who solved the ticket and not the agent. Right now this is not possible because you cannot indicate in the trigger if it was an answer bot solve or not. 

  • Mike Mortimer
    Zendesk Product Manager

    Hi Mirjam, sorry to hear you're still seeing this behaviour. It's not reflected across other customers as this is something we continue to monitor and track. Reopen rates for Answer Bot solved tickets don't deviate significantly from the standard re-open rate and in some cases are lower. 

    1) You can implement your own, fully custom solution / design by utilising the Answer Bot APIs if you want to go down the path of full customisation.

    2) You can implement a follow up trigger using the workflow described in the article below to tag all tickets that are created from the web form which has Answer Bot active (add a tag "answer_bot_active" of something to that effect), and then an additional follow up trigger that looks at all the tickets with that tag which are being updated by the end user into a solved state where agent replies = 0 -> this is a very good proxy for self-resolution using Answer Bot. This trigger would then send an email confirming the issue has been self-solved and confirming the user simply needs to reply to reopen the ticket if this was not intended.


  • Laura

    Hello community!

    I have enabled the web form channel option. But I still can't get the pop-up with the articles after submitting a request.

    I don't receive this pop-up window. When I test the Configure and Test option it shows the web form section, not the pop-up window.

    Could it be related to a ticket form? I have spent 2 days on this.

  • Nicole Saunders
    Zendesk Community Team

    Hi Laura,

    Apologies for the delayed response here. Are you still having an issue or have you found a resolution?

  • Laura

    Hello Nicole, we are still getting this issue.

  • Dave Dyson
    Zendesk Community Team

    Hi Laura -

    It looks like you don't currently have an active Answer Bot subscription, which is what you'll need to get the pop-up with suggested articles after ticket form submission.

    Since it appears you're on our Guide Legacy plan, you should be able to sign up for an Answer Bot trial using the instruction here: Step 1: Start your Answer Bot trial

    If you run into any problems, your best bet will be to contact our support team from within your account (Option 1 here): Contacting Zendesk Customer Support


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