What happens behind the scenes when Answer Bot solves a ticket in the Web Widget?

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2 Comments

  • jamestowndistributors

    How can I create a trigger to move these to a separate group for later analysis. I can find no way to filter for these messages within a trigger. 

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  • Elissa
    Zendesk Community Team

    Hello jamestowndistributors

    Unfortunately these tickets are not editable, so it would not be possible to change their ticket properties such as group. 

    They're really only tickets in name, not in function. It's a back end work around that allows for reporting and tracking of Answer Bot resolutions in the Web Widget, by way of utilizing the "ticket" concept and features. But they are not designed to be actual tickets with all ticket functions.

    I hope that makes sense!

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