Using Answer Bot in email notifications

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6 Comments

  • Kevin Miodek

    Hello Aimee Spanier

     

    What happens if we do not allow customers to see their request in Zendesk platform? My question is directly related to "Clicking the request number opens the request in a new tab."


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  • Gail L
    Zendesk Community Team

    Hi Kevin,

    How are you restricting end user access to their tickets? In general whenever someone clicks a link that they don't have access to they'll get an error page. It isn't possible to customize the pop up, so the link will be offered to customers as part of the formatting. 

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  • Kevin Miodek

    Hi Gail,

    Thank you for your reply.
    We're restricting access to tickets at the moment and I was wondering if we could give people access to that but not to the community part of Zendesk.

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  • Gail L
    Zendesk Community Team

    Hi Kevin,

    You are definitely not required to have the community enabled if your team isn't using it. We've got a guide to the settings in our article on Gather community settings that shows where the toggle is, as long it's off the community will not be offered to customers (you will still see the feature option in the Guide Admin settings, but the end users do not see it on the site unless it's enabled).

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  • Allen Lai

    I'm not sure if this is mentioned anywhere, but what's the best practice for not sending the default auto-acknowledgment trigger we send for every new ticket? I don't want customers to receive two auto-responses and prefer to send just one.

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  • Phil Williams
    Community Moderator

    By default Allen, customers will only receive one notification that the ticket has been received. You can customise the trigger to "mute" notifications dependent on the channel, customer, organisation etc.

    If you want the answer bot to insert suggestions into the initial auto-response then you can do this with a trigger by adding the following into the email body under the actions for the initial response trigger:

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