Why do I see tickets with the requester set to Unknown (Answer Bot)?

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11 Comments

  • Tyler Lemery

    In an industry where metrics are critical, I think this is a missed opportunity.

    For the Answer Bot to work it does have to authenticate to allow a search of the Guide database, and to therefore return an article. In my application, I send the authentication token as soon as a user navigates to a page, so, it is available to the system immediately.

    We really need to see which users are being successfully served by the answer bot, so I am hoping this gets pushed up as a bug and gets resolved. 

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  • Ben Van Iten
    Zendesk Community Team

    Hi Adam,

    My apologies as the test account I was working with was structured a bit differently. You are correct that this user is not editable so that was my bad.

    Could you try a view with conditions like these:

    This way the only tickets that are captured are ones that come from the web widget, with a blank assignee, whose status is either solved or closed. I'm hoping there aren't any other tickets that would fall into this bucket in your account. A big caveat here: after tickets move into an archived state (closed for more than 120 days) they will no longer show up in views. Reporting might ultimately be the best way to go with that in mind.

    I hope this is helpful!

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  • Ben Van Iten
    Zendesk Community Team

    Hi Adam Reid,

    As far as trying to track the event in Explore, you can filter the query by the channel (widget) and also the requester since this is a unique scenario.

    You are not able to filter a view by all the requesters in your account, as views only allow you to select agents for the sake of performance issues. However I would recommend adding a user tag to that particular user and then having the view present tickets with that tag on it. This article has more in case you need a refresher on user tags: Adding tags to users and organizations.

    I hope this is helpful!

     

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  • Adam Reid

    Hey Ben Van Iten

    Thanks for getting back to me. I just tried to add a user tag to the user Unknown (Answer Bot) and Zendesk removed the tag upon refreshing the page, so it looks like we're not allowed to add tags to this user.

    Reporting in Explore I do see that this user now comes up as it's own channel and requestor, thanks for pointing that out.

     

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  • Ben Van Iten
    Zendesk Community Team

    Hi Adam,

    Thanks for circling back on this one. I am going to work with some internal resources here to see what I can find out for you. I think the issue is related to how the system perceives the "channel" for tickets from this user.

    I will be in touch in this thread!

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  • Adam Reid

    Hey Ben,

    I tried it again and no luck on my end. It adds it in after I press enter, but once I refresh the browser to see if it sticks, I can see that its no longer there.

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  • Adam Reid

    Andy Merrick 

    Thanks for this article. Are you able to provide more Information on how we can track this type of event in Explore?

    I'm also trying to create a view to identify these tickets and cannot seem to find this Unknown (Answer Bot) in requestors.

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  • Nicole S.
    Zendesk Community Team

    Hey Adam - 

    Ben is a Zendesk employee and representative of our support organization (as am I.) I don't know that you'll get different information in a ticket. But I'll ask Ben if there's anything further he can dig into for you here. 

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  • Ben Van Iten
    Zendesk Community Team

    Hi Adam,

    After you type in the tag, could you try hitting enter right away? I had no issues adding a tag to this user in a test environment.

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  • Adam Reid

    Hey Ben Van Iten

    No problem at all. I tried you're view setup but unfortunately it did not bring up any of the tickets by this user. I'm thinking Zendesk doesn't allow any access to it.

    I'll open a support ticket with them to see if they can shed some light on the issue.

    Thanks

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  • Ben Van Iten
    Zendesk Community Team

    Hi again Adam Reid,

    I wanted to let you know that I worked with some resources on my end. At this point our best practice is to locate the profile in product (or even bookmark it) for the Unknown (Answerbot) user and use that as a view since it will display all the tickets there.

    It's possible there will be a cleaner way to filter these into a view in the future, but in the mean time we would recommend using a combination of the profile in Support and Explore reporting.

    Please let me know if you have any further questions here, and thanks for bringing this one to our attention.

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