Understanding answer step types

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  • Moss

    Hi there,

    Are there any plans to add an additional button that is similar to the carousel but only presents a singular option? Within our flow, there are options where we'd prefer the users submit a ticket to our support team instead of resolving a case through chat.
    Currently, the only ability to provide the user with a clickable button to take them to the ticket submission form is using the carousel. However, since it requires two options that isn't a viable option for us. The ability to make a single clickable button would be very beneficial to us.


  • Thomas D'Hoe
    Community Moderator

    Hi Ruben,

    You can use a button link to do that.

  • Bryan conquilla

    Hi I hope all is well. I would like to ask is there way or formula where I can exclude the ticket that has been created by the chatbot, and count the number of tickets generated only  by the agents ?  

  • Anton Verhelst

    For the branch by condition you state that

    "You can use the Branch by condition step to send different responses based on an end user's VIP or membership status."

    How does that work? Because I can't select a custom field as a variable. Most likely the customer should be authenticated, but then the only metadata you can use as a variable are:
    - Provided email
    - Provided name
    - Authenticated external ID
    - Authenticated status

    (as mentioned in https://support.zendesk.com/hc/en-us/articles/5314129059482)

  • mithilesht

    I have created a basic answer bot and i have issue in last step the transfer to agent step is not working and no ticket is created in the agent workspace

  • Fiona


    Is it expected behaviour that the "Show help center articles" step, when the user clicks on "View article" this opens a new tab with the article and the bot opens and the conversation so far does not transfer across to the new tab (ie. the bot starts afresh)? If so, how can I change it so that the bot remembers the user across tabs or that the article opens in the current tab and the bot remembers the user?



  • Julio H
    Zendesk Customer Care
    Hi Bryan,
    Thank you for commenting. 

    To calculate the number of tickets coming from the BOT, you can add a tag to the Transfer to Agent step to track those tickets in Explore. The to count the number of tickets created by the agents, will be the same, you can have in place a trigger when the ticket is created by an agent, add X tag, then use that tag to filter tickets in Explore.

    For more information: Reporting with tags

    I hope it helps!
  • James

    Can anyone help with the following?

    In our answer bot flow, we are asking the user to type their query in a few words (free text field) and then submitting this query, using the "Make API call" step, to the Article recommendations API https://developer.zendesk.com/api-reference/answer-bot/answer-bot-api/article_recommendations/. We're doing this mainly because there is no built-in step, in the answer bot flow, to allow the user to search articles. This works fine, and we're storing some of the variables in the API response to then use in future steps.

    However, there are so many steps in which we can't use these placeholder variables. For example, we want to show a carousel with the variables of the returned Article Title and URL stored variables, but it doesn't allow you to use the {{ }} tags.

    How can we use the placeholder variables in the following steps:

    Present options - placeholder variables can be used in the Bot message area, but not the Options.

    Carousel - placeholder variables can only be used in the Title and Description, and not the button link, button text, image link or image description. In my example above, I want a carousel where I can display the Article title as the Title, and the Article URL as the button link:


    Transfer to agent - I want to be able to add tags to the ticket with the placeholder variables.

    Why can't these be used in these places to offer a more dynamic experience?




  • Dane
    Zendesk Engineering
    Hi James,

    Placeholder value is currently a limitation for carousel. However, it's already in the roadmap but we can't provide a tentative date yet. Thank you for understanding.
  • James

    Hi Dane

    What about the Present options and Transfer to agent steps too?

    As an aside, is there a built-in way to ask the user to type in their query and have the bot / flow search for articles automatically instead of having to do it the way I am or using the static Show articles step? I know there is a "Fallback" option which will search the articles if the user types something that isn't matched, but that then messes up the rest of the flow and you can't continue.


  • Dane
    Zendesk Engineering
    Hi James,

    What some of our customers do is that they designate the most common intent on the fallback option just in case there are customers that are always using free text on the flow.
  • Jon Simone

    Dane It looks like all roads lead to transferring to an agent. Is there any flow that allows for an end user to create a ticket or send an email? Also, what happens if an agent is not available?

  • Dane
    Zendesk Engineering
    Hi Jon,

    If an agent is not available it will still be routed to the views. However, you can utilize the "Add business hours" condition to notify your customer about your schedule and when they can expect an update. 

    Transferring to agent steps, will automatically create a Messaging ticket. This ticket also has the capability to switch channels to email.
  • Tim G

    I put a comment on this post too (https://support.zendesk.com/hc/en-us/community/posts/5013655314970/comments/5910400610586), but it'd be awesome if there was a way to de-activate/disable the text input box when asking for field forms to be filled out sometimes. 

    Ironically I notice that Zendesk messaging actually does this when I raised a ticket with support about this functionality - but there doesn't look to be a way to do this with flow builder currently.

    We see quite a few customers mistakenly typing in their responses to the free-text box, rather than the field box.... which just makes the experience a little more frustrating for them.

  • Damianne

    Is it possible to get the customer to upload a file as a necessary step before transferring to agent?

  • Paolo
    Hi Damianne,
    Unfortunately, this feature is not available at the moment. This would be a good feature request though. You may create a new post in the General Product Feedback to submit this as a feature request. Thank you.
    Paolo | Technical Support Engineer | Zendesk
  • Ash

    When "asking for details" we should be able to set if the field is required or not, some times you just want to provide a dump field asking for "anything else" but it should not be forced as required.


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