Configuring email autoreplies to deflect requests

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30 Comments

  • Is there a way to remove or edit the "Do any of these articles answer your question?" header within the email?

    3
  • Juraj Jarmek

    Hello @...,

    That is part of a pre-determined placeholder, answer_bot.article_list, and unfortunately cannot be edited or replaced, since it is required by the automation.

    Hope that answers the question!

    0
  • Luis

    Hi everyone!

     

    I've been configuring answer bot during these past weeks, and I'd like to know if there is any possibility to change the behavior of the button "yes, close my request" at the end of the article displayed in the email.

     

    I'm talking about this one.

     

    The change that we are thinking is about making that the button actually solves the ticket and doesn't redirect the user to the article on the help center. Is there a possibility to configure it like that on our end?

     

    Thanks in advance.

     

    Regards,

    0
  • Grzegorz

    Hi Luis,

    Thanks for reaching out to our Community!

    I hate to be the bearer of bad news, but at the moment, it's not possible to customise the way the Answer Bot's suggestions are displayed in email notifications. The reason for this is that the message is returned by the Answer Bot through placeholders that are added to your triggers. These placeholders are {{answer_bot.article_list}} and {{answer_bot.first_article_body}}.

    The button from your screenshot is added by the second placeholder {{answer_bot.first_article_body}} and is visible on the first article. Unfortunately, there is currently no way to access these placeholders and change the content they return.

    Let us know if you have further questions!

    0
  • James Beniston

    This looks so exciting, cannot wait to get it setup!

    Two questions:

    • Can the answer bot placeholders be used inside of dynamic content?
    • Can this be used across several different languages?
    0
  • Jason Schaeffer
    Zendesk Customer Care

    Hi James,

    Thanks for reaching out! Yes you can use Zendesk placeholders in your dynamic content. For example, you can add placeholders for ticket and user properties. See Zendesk data object (placeholders) referenceZendesk data object (placeholders) reference. You can also add other dynamic content placeholders.

    https://support.zendesk.com/hc/en-us/articles/203663356-Providing-multiple-language-support-with-dynamic-content

    Dynamic content is also how you would setup support for multiple languages, so this should work for both of your inquiries.

    Thank you!

    Jason Schaeffer | Customer Advocate |

    0
  • James Beniston

    Thanks for coming back on this Jason, much appreciated!

    Should this answer bot code work from within Dynamic Content:

    {% if answer_bot.article_count > 0 %}

    {{answer_bot.article_list}}
    {{answer_bot.first_article_body}}
    {% endif %}

    I tried it but with no success.

    1
  • James Molina

    I am having the same issue.  Answerbot is not working when I place the code within Dynamic Content

    0
  • Sonny
    Zendesk Customer Care

    Hi James,

    It appears that the Answer Bot placeholders don't work with dynamic content, see more details here: https://support.zendesk.com/hc/en-us/articles/115004477627

    Thank you!

    Yours truly,

    Sonny Rebenito | Tier 1 Associate Customer Advocate | support@zendesk.com

    Got a question? Come chat with us!
    Ask our Zendesk Community

    0
  • Tiffany Maberry

    We recently added new labels to content related to an upcoming holiday campaign. As we're trying to create associated triggers for this content, it doesn't allow the addition of NEW labels when we try to configure & test. Any insight?

    0
  • Julio H
    Zendesk Customer Care
    Hi Karolina,

    I hope you are doing very well.

    It seems that you are having a doubt about (Given that the brand setting is for testing only, how do I ensure the correct brand is used for suggestions?).

    Could you tell me more about your issue?

    Hi Tiffany Maberry

    In relation to the Labels, I will recommend checking these articles:

    Using labels on your help center articles

    Best Practices: Using labels in Answer Bot triggers

    These labels should be added already in the Help Center articles to be able to be reviewed by Answer Bot.

    Sincerely,

    Julio H | Technical Support Specialist | Zendesk EMEA

    Enjoy Free Zendesk Training

    0
  • David Hartung

    Hello.  How do you prevent/ restrict INTERNAL Articles from showing up through the Answer Bot?

     

    0
  • Dane
    Zendesk Engineering
    @David,
     
    Internal articles that will show up in bot recommendations are restricted to the user segment the end-users belong to. Let's say for example you have enabled "Signed-in user" in your help center, even without signing in the end-user can still access the link the bot provided. But it's limited to articles that belong to their segment. They can't see any other articles that belongs to another user segment like "Agents and Admins".
     
    Hope this helps.
     

     
    0
  • David Hartung

    I guess I am not 100% clear.   I don't want our distributors to be served up an INTERNAL Articles.  Can I add a restriction that includes the word [INTERNAL] so that any article labeled [INTERNAL] will not appear?  For example:  Any internal articles are titled as such:   How to Set up the new Office Printer [INTERNAL]

    Thanks!

    1
  • Carl Hajal

    Can we have the answer bot send an email to the agent (assignee) instead of the requester? 

    The suggested articles are not always accurate but it would be nice to prompt the agent with the suggested ones and they can evaluate them. 

     

    thank you 

     

    0
  • Dane
    Zendesk Engineering
    Hi Carl,
     
    It is only available for requester and CC.
     
    However, your agents can review the articles that were sent on the actual ticket. 
    0
  • Allen Lai | Head of CX at Otter.ai

    How can I suggest my own list of articles instead of having AB suggest it for me? I could just use a normal trigger, but I want the ability for end-users to mark their ticket as solved.

    0
  • Dane
    Zendesk Engineering
    Hi Otter.ai,
     
    We don't have this feature yet outside of Answer Bot. 
     
    Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
    0
  • Shantanu Desai

    Hi there,

     

    We have AnswerBot(now Autoreplies) enabled in our production and sandbox Zendesk instance. While it continues to work in the production instance, it has stopped working in the sandbox. 

    A little context: we have the trigger set up to respond to customers, via email, as soon as they open a ticket. The email gets sent, but no suggestions are included.

    When testing using the `Configure and test` button, the expected articles show up for multiple queries. 

    Our help centre is set up for signed-in users only. 

    Are there other considerations that I may be missing? Could someone help me figure out why the same exact trigger works in production but not in the sandbox, please?

    Thanks!

     

    1
  • Emilie Schutyser

    Hello,

    Coming back to the questions asked on May 14 and June 5 2021, is there in the meantime a way to alter the text or the behavior of the button  "yes, close my request" at the end of the article displayed in the email?

    We have a lot of confusion with our clients, that close their tickets with these buttons without meaning to. They then create new tickets when not receiving response on their first created (and mistakenly closed) ticket, being frustrated about the extended waiting time and lack of responsitivity from our customer care teams.

    Is there a solution for this?

    Thanks!

    1
  • Joyce
    Zendesk Customer Care
    Hello Emilie,
     
    I'm afraid that the text yes, close my request cannot be modified as this is part of the placeholder {{autoreply.article_count}} which adds a list of up to three articles in the request and inserts the buttons Yes, close my request, and View article.
     
    I encourage you to create a new post in the Guide Product Feedback topic in our community 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.
    0
  • Samuel Babalola

    Hello, 

    I have a scenario where I want to serve suggested articles in a local language based on a specified custom field value I am setting from my contact form. Is this presently supported ?

    The Scenario: Based on the language a user selected,and submit a contact form with, we are setting a custom field to pick that locale. Based on that we are sending auto reply to the customer. Our dynamic contents seems to be working fine with this (some if and else to achieve that). But we noticed the article suggestion below the body of the autoreply does not, it always defaults to english (default user language). Is there a way to specify which locale to serve the articles in?

    0
  • Joyce
    Zendesk Customer Care
    Hello Samuel,
     
    I created a ticket for your question as we may need to do some testing in order to check the possibility of achieving your workflow. Our team will reach out to you via email.

    Thanks!
    0
  • Cristian Cernaianu

    How can this placeholder be both optional and required?

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Cristian Cernaianu

    Would you mind sharing your use case? Although we cannot change the placeholder rule, may I know why would you like placeholders to be both required and optional? 

    0
  • Walter

    Cristian Cernaianu,

    I think the {{autoreply.article_count}} in #5 is a typo. 

    Arianne Batiles

     Can you confirm if that was indeed a typo?

    1
  • Arianne Batiles
    Zendesk Customer Care

    That's right. Thanks for flagging, Walter. The first placeholder should be 

    {{autoreply.article_list}}

    We'll be updating this article shortly. Thanks! 

    1
  • Cristian Cernaianu

    Hi Arianne,

    I don't want the placeholder to be both required and optional at the same time, I just asked how is it possible. =)

    Sorry for not phrasing it clearer and thank you for flagging the article to be fixed.

    Hi Walter,

    I assumed that it was a mistake. Thank you for clarifying the situation.

    0
  • Liv

    Hi, this article conflicts with another article, here. Which states:

    Note: Intelligent triage conditions don’t work with the Ticket | Is | Created condition. If you plan to use conditions related to intent, language, or sentiment in the triggers as described in this article, use the Status | Is | New condition instead.

    I have been testing the Advanced Auto Reply feature as per the conditions advised in this article, but you can't use the Ticket | Is | Created condition, because the intents and language are added a few seconds after the ticket is created.

    Can you please clarify which article is accurate?

    Also, if you try a workaround, using Ticket | Is | Updated condition. Only the ticket comment is updated with the auto-reply, nothing is sent to the requester.

    You will want an auto reply to fire on creation, as that's the purpose of the advanced auto reply feature

    1
  • Mike DR
    Zendesk Customer Care
    Hi Kerry!

    This article would be for Intelligent triage (AI): Recipe: Adding comments and notes to tickets using triggers
    0

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