What part of a ticket does Answer Bot use to determine which articles to suggest?

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  • William Grote

    Will the answer bot gather context if the Subject field is auto-filled from another custom fields values or does it require them to be typed in word by word the end user?

  • Madison Davis
    Zendesk Community Team

    Hey William! Good question. I think it depends on how the subject is being set and whether that happens before your Answer Bot trigger fires or not. Could you describe that ticket lifecycle?


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