Sometimes Answer Bot answers questions in the Web Widget before customers create a ticket. What happens in the background when Answer Bot intercepts Web Widget tickets?
If you have Answer Bot turned on in the Web Widget, customers can ask questions and get articles offered to them to solve their problem before they talk to an agent. When a customer finds that an article served by Answer Bot is helpful, they can mark the article as helpful and end the chat:
When a customer marks an article as helpful in the Web Widget, a ticket is created in your Support product. The tickets follow the same format as any other ticket solved by Answer Bot in Support. The tickets will be marked as Solved.
To find the tickets created by this process, search for the requester Unknown (Answer Bot). Unknown (Answer Bot) is a system user that is un-editable. It is used specifically to house tickets solved by Answer Bot in the Web Widget. For more information about this requester, see the article: Why do I see tickets with the requester set to Unknown (Answer Bot)?
To report on this process, see the article: How do I report on ticket interception by Answer Bot in the Web Widget?