Best practices: Setting up Answer Bot triggers, views, and workflows

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6 Comments

  • Luke Alexander

    This set of conditions for tagging tickets as solved doesn't work for me:

    • Ticket | Is | Updated
    • Requester Role | Is | (end user)
    • Current user | Is | (end user)
    • Ticket Status | Changed to | Solved
    • Ticket Channel | Is | Email
    • Ticket Tags | Contains at least one of the following | ab_resolved

    Reason being that ticket events states that Zendesk adds ab_resolved in a separate action to the user changing ticket status to solved. Further to this, when Zendesk adds the tag rather than the user, it doesn't always count as a ticket update for some reason so it's impossible to build a trigger around the ab_resolved tag: a vast majority of the time it just won't fire until the ticket updates on close. I wish that this whole feature were baked in rather than organised via triggers. It's so inconsistent.

    1
  • Orin

    Any Update on this as using the flow to add the tag answer_bot_solved does not work, when I reached out to Zendesk support and they let me know I have my triggers set correctly but not sure "why trigger didn't fire as expected although I understand that these conditions are in our article"  

    My question is, can you add a trigger based off the system created triggers ( ab_resolved ) when no agent touches the ticket? 

    As this trigger doe snot work at all and will not add the tag answer_bot_solved  to a ticket solved by an end-user. 

    1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
    2. Create a new trigger - call it Answer Bot: Tag as solved
    3. Set the following Conditions:
      • Ticket | Is | Updated
      • Requester Role | Is | (end user)
      • Current user | Is | (end user)
      • Ticket Status | Changed to | Solved
      • Ticket Channel | Is | Email
      • Ticket Tags | Contains at least one of the following | ab_resolved
    4. Add the following Actions:
      • Select Add tags from the drop-down list and then insert the tag answer_bot_solved.
    5. Save the trigger.
    0
  • Joyce
    Zendesk Customer Care

    Hey Orin,

    I can see that you have an open ticket on this issue, which is actively being investigated by a member of our Advocacy team.

    You will receive an email update on the status of the request.

    -1
  • Riah Lao

    Hi,  

    Has this issue reported above been resolved?

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Riah, 

    Do you have a trigger with the exact configuration, and it did not fire on a ticket? If yes, I suggest that you initiate a conversation with us so we can further review the ticket events. 
    -1
  • Dan Cooper
    Community Moderator

    This article looks like it could use some attention.  There are some best practice that seem to be nullified based on the addition of automatic tags as indicated here: https://support.zendesk.com/hc/en-us/articles/4408829637658-Announcing-latest-enhancements-to-Zendesk-Answer-Bot-

    I'm finding the best practices suggestions for answer_bot_solved and answer_bot_fired are redundant with the ab_resolved and ab_suggest_* tags.

    0

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