When a user submits a support request through a web form on your help center, autoreplies can immediately suggest up to three links to potentially relevant knowledge base articles.
This article discusses the following topics:
Understanding the end user experience
With autoreplies enabled on your web forms, when an end user makes a help request through your help center, they receive a list of suggested articles that may help them self-solve their issue. As soon as they submit their request, an automated pop-up window appears on screen:
In this window, the end user can:
- Preview the article. Expand the article section to view it in the pop-up window.
- Click the article title to view the complete article in your help center in a new tab. See below for more information on this option’s behavior.
- Click No, I need help if the suggested article did not help solve the problem, or click Yes, close my request if they were able to self-solve with the suggested article.
- View any videos embedded in the article.
- Close the pop-up window.
When the end user opens the article, it opens in a new tab, along with a pop-up window allowing them to perform a number of related actions:
While viewing the full article, a modal appears allowing them to perform a number of related actions, including:
- Clicking the support request number to view their help request in a new tab.
- Clicking Yes, close my request to close the help request. If the end user clicks this button, they should not expect to receive any more communication about the request.
- Clicking No to open an optional feedback window, asking for more information about why the article didn't help. If the end user clicks this button, the ticket will be handled as usual.
Activating and configuring autoreplies with articles for web forms
Autoreply with articlesplaceholders will not send an email with more suggestions.
To enable autoreply with articles in web forms
- In Admin Center, click
Channels in the sidebar, then select Bots and automations > Bots.
If you are a legacy Support Suite and standalone Zendesk Support + Guide customers should click Channels in the sidebar, then select Bots and automations > Article recommendations and skip to step 3.
- Click Manage autoreplies.
- Click the Web form tab.
- Toggle on Web form channel enabled.
This displays an expandable list of your brands and their related webforms.
- Use the toggles to determine which brands, and web forms, will use autoreplies with articles.
You can use labels (as with email and triggers) to segment and refine the overall article suggested in autoreplies, for each brand and form. Read about the best practice for using labels with autoreplies.
To configure and test article labels
- After activating autoreplies with articles for a web form, hover over the form name to display the Configure and test link.
- Click Configure and test to open the testing modal.
- Enter sample subject and description text to view the possible recommended articles for those terms.