If autoreplies isn't returning any recommended articles, it may be caused by one of the following reasons:
- Your trigger conditions aren't being met
- The ticket is not in a supported language
- There are no relevant results
- You've added article labels to limit the autoreplies search
- Your content is restricted
- There are no results for follow-up tickets
- The article recommendations already show on the contact form
Your trigger conditions aren't being met
Some triggers have the condition Ticket: Status is New. However, in some cases new tickets can be created with the status Open which prevents the autoreply trigger from firing. Double- and triple check all the conditions set on the trigger to make sure that the actual trigger is firing correctly.
Pro tip: Adding a tag when the autoreply trigger fires will ensure that it shows up in the ticket's Events, in the comment stream. If that tag is not being added to the ticket, then the trigger hasn't fired and you can continue debugging why.
The ticket is not in a supported language
Any tickets from an unsupported language will either get no results, or potentially have articles in a supported language suggested. See the list of languages supported.
There are no relevant results
If there are truly no close article matches relevant to the ticket content, autoreplies won't suggest any articles at all. Make sure that you have relevant, matching articles that should be suggested. Include commonly-used words in the article title and text to boost an article's suggestion chances.
You've added article labels to limit the autoreplies search
You can restrict the articles suggested by "allowing" access to only articles using a particular label. This function is extremely useful, but if used incorrectly it can cause situations where no articles are found. Double check your labels and remove any that aren't needed.
Your content is restricted
Remember that autoreplies always considers the requester's access rights. As an admin, you will be able to see all articles within the configure and test tool. Just remember that autoreplies will only ever send articles to requesters that they have access to. This can create situations where no articles are suggested because they are all restricted in some way to that requester.
Note that when autoreplies is included as part of an answer flow for a conversation bot, it is configured in bot builder and may behave differently. See Understanding answer flow step types: Show help center articles for more information.
There are no results for follow-up tickets
Autoreplies has been specifically disabled for follow-up tickets.
The article recommendations already show on the contact form
If you've configured your Help Center web form form to dynamically display article recommendations, any related bot placeholders from email notification triggers are suppressed. This prevents users from receiving the same list of recommended articles via email after just viewing the list on the web form.
10 comments
Fabien Renard
Hi,
We use the answer bot in an Intranet where all users are authenticated.
We want to restrict access to all articles, is there a way to authenticate the users without them knowing it ?
Best regards
Fabien
0
Ariane Frances dela Cruz
Hello Fabien,
If all your users are already authenticated in the Help Center, there’s no need to log in again to see the articles. Once they log into the Help Center, they will see all restricted articles in the Web Widget.
However if you add the Web Widget to an external website (outside of Zendesk Guide) and have restricted articles, you would need to generate a shared secret and add it to a JWT token. Once it’s done, you will need to add additional snippets to the website’s code. This snippet will automatically authenticate the users on your external website and show restricted content. Here’s the Guide article you can follow Using restricted Help Center content with the Web Widget.
0
Amelia
Hi there! When I go to create my triggers and I click "test and configure" the three article suggestions pop up with no problem. However, there is no option to select add articles there is only an option "done". When I click that and return to my trigger set up under "list of article labels to be included" it says there are no labels currently set. How do it fix this?
1
Dave Dyson
Hi Amelia,
If I'm understanding this right, it sounds like you may not have set any labels on your articles? If so, here's how to do that: Using labels on your help center articles
1
Amelia
That should do it Dave! Thank you SO much.
0
Gabriele Sannicandro
Hello , Arianne say : "If all your users are already authenticated in the Help Center, there’s no need to log in again to see the articles. Once they log into the Help Center, they will see all restricted articles in the Web Widget."
do you knows if this sentence is correct also in the new BOT experience? Because my bot (not classical wdiget )did'nt find resticted articles..
0
Christine
With the Messaging experience, using Flow Builder the bot isn't able to present articles if you restrict your help center visibility.
For reference, see this article: Can Flow Builder display articles from a non-public help center?
Hope this clarifies!
0
Matt Widders
Hello!
I'm trying to work out why the answer bot is not working for emails created through the Web form from our website. We have "request received" notifications set up and when doing testing. THe answer bot code (below) only works on emails sent as replies to klaviyo flows or emails sent directly to our email address.
Would you be able to help me understand why this may be?
{% if answer_bot.article_count > 0 %}
Here are some great articles that may help:
{{answer_bot.article_list}}
{% endif %}
0
Mgo Dono
The trigger is not firing if I add a priority condition, we want to suggest article for our Low priority tickets, (our priority is setup via API and its updates instantly after the ticket is created).
Any idea I can utilize the trigger and set it for the low tickets - I have tried to do it with tags but again its not working !?
Or is there a way to setup the article suggestion via API?
1
Dane
I have tested the same syntax on my end and it worked completely. You need to make sure that you select Answer Bot as the action. Here is the actual syntax I used for the email body.
Hi Mgo,
The trigger above was also used with Priority as condition. If you are certain that you are using it correctly and it's not behaving as expected, please contact our support directly so that we can investigate further.
0