How are email scanning tools handled with Answer Bot?

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  • Geran Smith

    I spoke with someone on the support team about this, this KB is no longer accurate.

    The Answer Bot is including a button that says "Yes, close my request". Clicking on that button (or an email scanner "clicking" the button) causes the ticket to immediately close.

    This feature needs to either have an option to remove the button / replace it with "View article" or add a second button click that has to happen for closing the ticket. We have customers with email scanners that are automatically closing tickets.


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