Using Article Recommendations with your web forms

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10 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Hi Laura,

    Apologies for the delayed response here. Are you still having an issue or have you found a resolution?

    0
  • Laura

    Hello Nicole, we are still getting this issue.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Laura -

    It looks like you don't currently have an active Answer Bot subscription, which is what you'll need to get the pop-up with suggested articles after ticket form submission.

    Since it appears you're on our Guide Legacy plan, you should be able to sign up for an Answer Bot trial using the instruction here: Step 1: Start your Answer Bot trial

    If you run into any problems, your best bet will be to contact our support team from within your account (Option 1 here): Contacting Zendesk Customer Support

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Milena, 

    Can you confirm if your Help Center is activated? If not yet, it could be the reason why you are receiving the said error. If the Help Center is already activated and you still encounter an error, you may generate a HAR file and initiate a conversation with us so we can dig deeper. 

    I hope that helps 
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  • m

    Hello Cheeny, 

    Thanks for your reply, but I deleted this question. 

    Thanks again, m

    0
  • Timothy Beutler

    Why is it not possible to have Answer Bot give suggestions on BOTH the Web Form and the Email?

    We want to make sure that users have access to suggested articles also later, not just when they submit the form. However, we find that users are more likely to click on an article if it is presented when submitting the ticket and that the suggestions via email are often ignored.

    Thanks,

    Tim

    2
  • William Grote

    The expected behavior is not showing up in my sandbox, with multiple forms and Web Form Channel Enabled, - there is no pop up window after submission, all I see are the long lists of articles as soon as typing anything in the Subject and Description fields of the form - 

     

    Ideally, I would want to suppress the long lists of suggested articles when filling out the form  and just use the AI pop up window after submission - less bunden on the end user - if I can get it to work - less distracting than the suggested article lists when filling out the tickets

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  • Afabio Junior
    Hi William, 

    For such scenarios of a feature not working as expected I believe the best alternative is to troubleshoot further this behavior in a ticket. I can see internally that you already have a ticket opened for the issue you have shared over here and that is under investigation at the moment.
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  • Beth Borghi

    Hello! How can I run a report to see where ticket deflection is occurring from help center visitors clicking on a recommended article and not proceeding with opening a ticket? Thanks in advance!

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  • Suelem Oliveira
    Zendesk Customer Care
    Hi Beth!
     
    You can achieve this report by using our recipe: Explore recipe: Answer Bot counts of unassisted solved tickets - However I suggest that you add "Answer Channel" in Rows and filter it for Web Form so you get the data for the tickets created via the Help Center form that was marked Solved after an article recommendation. It will look like this:

    Also, I suggest that you take a look at Metrics and attributes for Zendesk Answer Bot in order to understand the definition of each metric and attribute you are going to use in the report. Hope this helps! 
    0

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