Question
An end user submitted a request via web form and Answer Bot suggested articles, then the Answer Bot trigger fired but didn't send suggested articles by email. Why is that?
Answer
If you receive Answer Bot suggestions for requests submitted via the web form on your Help Center, then that ticket is excluded from having articles be suggested again once the trigger runs.
11 Comments
Hi!
Would it be possible to have an option to change this behaviour? I don't understand why even though the web form Answer Bot suggested articles, the email notification cannot contain those suggestions as well?
I think it would be useful to have this option available so that users that submit requests through the web form can have the curated articles in their email to view at a later time.
In our case, we are already sending them a confirmation email to notify them that their request has been received, it would not be a waste to leverage that contact with another chance for guests to solve out their own ticket.
I agree -- we'd like to see the articles in the triggered email, so that our users get a second crack at using them, and so they have a permanent link.
Hi any updates on this or anyone found a work around ?
I am also interested in an update. I would love to have the answer bot suggestions inside the request received email.
We are looking for this functionality as well.
Agreed, very odd that we're not presenting this information via email to really encourage the use of self-service.
Also interested in this functionality too. Wonder if there are any updates.
this is not normal, please answer our questoin!
Hello yaakov,
We'd be happy to answer your question. Could you please share with us a bit more detail on the issue or problem you are facing?
Best regards.
If this request leads to a product change, it should be as a configuration setting for Answer Bot. I tend to agree with Zendesk's design decision here. The Answer Bot suggested articles are already presented to the customer once, after submission of the web form. Sending a customer the exact same article suggestions over email seems redundant, and could potentially influence the customer experience in a negative way. Some customers prefer to use communication tools like Slack over email, so IMO potential changes of this nature should be optional.
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