Using autoreplies with articles for web forms

Return to top


  • 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?

  • Laura

    Hello Nicole, we are still getting this issue.

  • Dave Dyson

    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

  • 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 
  • m

    Hello Cheeny, 

    Thanks for your reply, but I deleted this question. 

    Thanks again, m

  • 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.



  • 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

  • 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.
  • Beth

    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!

  • 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! 
  • Tendai Rioga

    This seems to still not be working on my end could l get a more detailed way to set this up?


  • Heads up that if you are using Answer Bot to send articles via email in addition to having Answer Bot enabled on your web form, email triggers will suppress the article list and inserting the article. I was knocking my head on a wall trying to figure out why our email triggers were blank, only to find this out the hard way.

  • Adriana Byrne

    I have been looking for a way to modify the behaviour of the pop-up that asks "Does this article answer your question?" It covers the content of articles, especially on mobile, asking if the problem is solved before the customer has a chance to read the instructions! 
    Can the trigger be changed so that it only appears after someone scrolls to the bottom of an article?

    Also, it isn't displaying a link to the customer's most recent open ticket as shown in this article, and gives the same message even if they have no ticket open. Can this be changed?

    Honestly, I've seen too many people click "yes" and accidentally close their tickets without realizing that this is what they're doing. It would be much more helpful to record their vote but leave the ticket open and let our Customer Care agents confirm that the issue is resolved before closing.

  • Rebeca

    Hello, we are adding internal knowledge base articles to our Help Center, and we are wondering if there's a way to recommend these articles to agents based on the form they are working with.

    Appreciate the input.

    Have a lovely day

  • Jupete Manitas
    Zendesk Customer Care
    Hi Adriana,
    Upon checking currently, the "Does this article answer your question?" self-solving mechanism falls under the Knowledge capture app. At the moment, there is no native way yet to customize or modify this but you can disable this feature as needed. You can follow the steps here: Disabling users from self-solving tickets with linked articles. When disabled, it turns off the self-solve functionality for both Answer Bot for Agents (links suggested by Answer Bot), and Rapid Resolve, (links manually selected by an agent). 
    Hi Rebeca,
    Article recommendation based on ticket form is not yet supported at the moment. When agents work on tickets, article suggestions functionality is through Knowledge in the context panel (using agent workspace) or the Knowledge capture app. These two use search functions when suggesting articles based on the content of the ticket. You can see more about this here to start with: About Knowledge in the context panel and the Knowledge Capture app. However, we encourage you to post that as a feature request here: Feedback - Help Center (Guide) to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 
    We hope this information helps and thank you!
  • Antonio Maninha

    Is there a report that gives more data about this webform? We have the webform enabled but we need to look at the clickthrough rate and good suggestions vs not relevant suggestions.
    Any help would be appreciated.

  • Gab
    Zendesk Customer Care
    Hi Antonio, 
    In this article, Analyzing article recommendations from Answer Bot

    Note: The Article Recommendations reports aren’t supported for the messaging channel. For example, these reports include metrics about answers and attempts on messaging, but do not include metrics about clicks and resolutions.

    To measure the success of the articles you include in your bot answer flows configured with Flow Builder for messaging, you can use the Flow Builder Explore dataset and dashboard to achieve this:
    While article suggestion rates are important, it is also important to analyze the rate at which customers who use the Answer bot in messaging channels refer to articles for their difficulties, and the rate at which they are resolved or not. Zendesk recommends that you analyze your FAQ when you run it.
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community that will ultimately get flagged for product managers to review when they go through roadmap planning.
  • Saasten

    Why can't I find a suggestion article on testing?
    even though I should have used words that were relevant to the article that was published.


    No articles found

    Keep altering your subject, description, and adjusting labels until you're confident with the suggested articles. Results are displayed for anonymous users.

  • Destiny
    Zendesk Customer Care
    Hello Saasten,

    Let me create a Support ticket so we can continue troubleshooting your issue with the article suggestion. 
  • Mason Emry

    I am wondering why we are not able to get article recommendations to pop up when a ticket form is submitted. We have an active Answer Bot subscription.

  • Elaine
    Zendesk Customer Care
    Hi Mason,

    If you're not receiving article recommendations when submitting a ticket form in Zendesk, it's essential to review several factors to troubleshoot the issue. Firstly, ensure that Answer Bot is correctly configured for the ticket form, with article recommendations enabled. Additionally, check the setup of auto-replies with articles for web forms, following the steps outlined in Zendesk's documentation. Confirm that your knowledge base contains relevant articles that Answer Bot can suggest based on the ticket's content. Verify the permissions of users to ensure they have the necessary access to view and interact with Answer Bot recommendations. Lastly, if recent changes were made to your Zendesk configuration or Answer Bot subscription, allow some time for updates to take effect. If challenges persist, reaching out to Zendesk Support for further assistance can provide tailored solutions and guidance.


Please sign in to leave a comment.

Powered by Zendesk