Using the Answer Bot for Slack integration

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15 Comments

  • Michael Chun

    Big +1 to Nicole above. 

    My team would LOVE to integrate this into ZenDesk but with the base permissions set within Help Center not working in the Slack integration we are moving away from it as we'd have to completely migrate all internal documents out of our Help Center to avoid user visibility on things they shouldn't see.

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  • Nicole Woods

    Ha! Michael, I've literally been migrating all of our internal articles out of Zendesk this past week! It's a workaround but definitely not ideal b/c our agents would rather see all articles in the same place.

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  • Christopher Bosma

    Did this ever get fixed? 

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  • Sean Bourke
    Zendesk Product Manager

    Hi Christopher Bosma,

    Could you please share the issue you're experiencing with Answer Bot for Slack?

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  • Christopher Bosma

    It looks good now, Sean. 

    This issue was actually in our Zendesk - something misconfigured on our end with the Slack integration. We've set our Slack integration back up with Zendesk and channels are now receiving tickets.

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  • Sean Bourke
    Zendesk Product Manager

    Hey Christopher Bosma,

    Thanks for the update, great to hear everything is working as expected now.

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  • Janiece Caldwell

    How does this work if we have one instance of Zendesk with multiple brands? Does it allow you to pick which brand you want the answerbot to offer articles from?

     

    Are there any roadmap plans to resolve the permissions issue?

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  • Sean Bourke
    Zendesk Product Manager

    Hey Janiece Caldwell,

    When setting up Answer Bot in Slack, you are able to select the help center brand which should be utilised in that channel's responses.

    We're working on improving the integration to include the ability to filter article recommendations more granularly. More information will be available in the coming months.

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  • Chris Lauff

    Can anyone describe how the Answer Bot manages to generate its matched articles? I'm not finding the suggestions to be very good and I'm wondering if there are techniques to optimize our articles for the Answer Bot's search/matching criteria. It doesn't seem like the Labels added to articles have any noticeable effect on the likelihood of getting a good match.

     

    BTW, I found the functionality for the first time through the Slack integration setup. It sounds super useful, in theory, and I wish I had found it sooner!

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  • Dave Dyson
    Zendesk Community Manager
    Hi Chris,
     
    This article may be of help: Understanding how Answer Bot works with your content
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  • Sean Bourke
    Zendesk Product Manager

    Hey Chris Lauff,

    Thanks for your feedback. We're currently exploring adding the ability to better refine content searches in Answer Bot by enabling the selection of both Segments and Labels in the Answer Bot configuration. This should support more targeted scoping of search for a channel (for example being able to limit HR labelled articles within a #ask-hr channel).

    As we have more information regarding this, I'll update this thread.

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  • royaleagle

    Why doesn't answer bot give suggestions to every question that fits the criteria?

    I asked two different questions and answer bot had no response for us.
    We use this as a tool to see where we have knowledge gaps, so when someone asks a question, and we don't have an article for it, we write one. 
     

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  • Dainne Lucena
    Zendesk Customer Care

    Hi royaleagle team!

    I went ahead & created a ticket for your behalf as this might need further troubleshooting. Please keep an eye out for our email!

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  • Christian de Heij

    If we have the Zendesk bot active with the Slack integration but not enabled in Zendesk configuration.

    Is it added value to add triggers for the bot to improve the answering of the bot in Slack?

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  • Sean Bourke
    Zendesk Product Manager

    Hey Christian de Heij,

    The responses within Slack will also provide an ability to respond on whether the article recommendation was useful or not, which should support the answer responses.

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