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Using the Answer Bot for Slack integration



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Kristie Sweeney

Zendesk Documentation Team

Edited Oct 17, 2024


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23 comments

Big +1 to Nicole above. 

My team would LOVE to integrate this into ZenDesk but with the base permissions set within Help Center not working in the Slack integration we are moving away from it as we'd have to completely migrate all internal documents out of our Help Center to avoid user visibility on things they shouldn't see.

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Ha! Michael, I've literally been migrating all of our internal articles out of Zendesk this past week! It's a workaround but definitely not ideal b/c our agents would rather see all articles in the same place.

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Did this ever get fixed? 

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Sean Bourke

Zendesk Product Manager

Hi Christopher Bosma,

Could you please share the issue you're experiencing with Answer Bot for Slack?

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It looks good now, Sean. 

This issue was actually in our Zendesk - something misconfigured on our end with the Slack integration. We've set our Slack integration back up with Zendesk and channels are now receiving tickets.

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Sean Bourke

Zendesk Product Manager

Hey Christopher Bosma,

Thanks for the update, great to hear everything is working as expected now.

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How does this work if we have one instance of Zendesk with multiple brands? Does it allow you to pick which brand you want the answerbot to offer articles from?

 

Are there any roadmap plans to resolve the permissions issue?

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Sean Bourke

Zendesk Product Manager

Hey Janiece Caldwell,

When setting up Answer Bot in Slack, you are able to select the help center brand which should be utilised in that channel's responses.

We're working on improving the integration to include the ability to filter article recommendations more granularly. More information will be available in the coming months.

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Can anyone describe how the Answer Bot manages to generate its matched articles? I'm not finding the suggestions to be very good and I'm wondering if there are techniques to optimize our articles for the Answer Bot's search/matching criteria. It doesn't seem like the Labels added to articles have any noticeable effect on the likelihood of getting a good match.

 

BTW, I found the functionality for the first time through the Slack integration setup. It sounds super useful, in theory, and I wish I had found it sooner!

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Hi Chris,
 
This article may be of help: Understanding how Answer Bot works with your content

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Sean Bourke

Zendesk Product Manager

Hey Chris Lauff,

Thanks for your feedback. We're currently exploring adding the ability to better refine content searches in Answer Bot by enabling the selection of both Segments and Labels in the Answer Bot configuration. This should support more targeted scoping of search for a channel (for example being able to limit HR labelled articles within a #ask-hr channel).

As we have more information regarding this, I'll update this thread.

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Why doesn't answer bot give suggestions to every question that fits the criteria?

I asked two different questions and answer bot had no response for us.
We use this as a tool to see where we have knowledge gaps, so when someone asks a question, and we don't have an article for it, we write one. 
 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi royaleagle team!

I went ahead & created a ticket for your behalf as this might need further troubleshooting. Please keep an eye out for our email!

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If we have the Zendesk bot active with the Slack integration but not enabled in Zendesk configuration.

Is it added value to add triggers for the bot to improve the answering of the bot in Slack?

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Sean Bourke

Zendesk Product Manager

Hey Christian de Heij,

The responses within Slack will also provide an ability to respond on whether the article recommendation was useful or not, which should support the answer responses.

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Hi team! Did Zendesk ever resolve the issue where Answerbot in Slack was answering with guides that should only be viewable to agents and admins? I didn't see a definitive answer in the comments section. 

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Sean Bourke

Zendesk Product Manager

Hey Judy Phu,

While the current Answer Bot responses should only include articles which are available to Everyone, we are working on an improvement which will support explicit selection of the Guide segments which you want to respond to in each channel. This will enable configuration for Slack channels to also query articles which are viewable by authenticated users.

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Hallo, any update on allowing this for agents and admins? I could see this being much more useful for internal questions than for external questions. 

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My team would like to use Answerbot for Slack. However, our Support team doesn't want Slack users to be able to "Submit a request" if Answerbot doesn't come up with an article.

I was wondering if the "Submit a Request" button can be disabled or removed entirely.

Thanks!

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Cheeny Aban

Zendesk Customer Care

Hi Sarah, 
 
As of the moment, there is no option to remove the  "submit a request" button in Slack integration. Nonetheless, we highly suggest that you post on our Product Community Feedback page so you can engage with others who may have the same use case. Those with high levels of engagement were prioritized by our Product Managers. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality

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I think we have to make that it has not to be at least five words to trigger the Answer Bot, some questions sometimes only need 2-3 words to be asked. Will there be any development in the future?

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Shawna James

Community Product Feedback Specialist

Hey Tim, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Guide where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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We are really excited to implement this! However, 100% of our company knowledge is on Notion. Is there a quick and easy way to sync it to the Zendesk guide/help centre? Alternatively, is there an integration that would allow the bot to pull information from Notion instead? I understand it can only link Zendesk articles. Thank you!

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