Question
How can I prevent Answer Bot from sending suggested articles to tickets that were created by an agent on behalf of the requester?
Answer
Add the condition Current user | Is not | (agent) to the triggers where you enabled Answer Bot to prevent it from firing on tickets that were created by a support staff member.
To view and edit Answer Bot triggers
- Click the Admin (
) icon in the sidebar, then select Business Rules > Answer Bot. - Open the trigger you want to view or edit.
- Add the following condition under Meet ALL of the following conditions:
- Current user | Is not | (agent)
- Current user | Is not | (agent)
- Click Save.
For additional information about Answer Bot, see the section: Working with Answer Bot.
2 Comments
We tried this. The result is that Zendesk doesn't send the ticket to the end user at all.
Hi Reed -
This workflow shouldn't impact notifications, it should only prevent Answer Bot from firing. I suspect you have some other triggers in place that are preventing ticket notifications from going through. We'll likely need to take a look into your account to troubleshoot, would you like me to create a ticket for you so that we can dig into this further?
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