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

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8 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
  • Rob Larsen (Envoy)

    Orin / Riah Lao

    After doing some work with this today I was able to successfully get a series of events to occur similar to what the article mentions but, as you noted, there does appear to be some logic errors above.

    Over the course of two triggers I was able to make the Solve and Reopen logic work, with notifications to the end user as follows:

    Trigger One - AnswerBot - Tagging Solved Tickets

    Meet ALL of the following conditions

    • Ticket | is | Updated
    • Role | is | (end-user)
    • Current user | is | (end-user)
    • Status | Changed to | Solved
    • Channel | is | Email
    • Tags | Contains at least one of the following | ab_resolved
    • Tags | Contains none of the following | answer_bot_reopen

    Actions

    • Add tags | answer_bot_solved
    • Email user | (requester)
    • Email subject | Whatever you want your subject to be
    • Email body | Whatever you want your body to be, I set it to thank them for using our AnswerBot service and let them know the ticket has been solved, if this is not the case please reply to this email and we will reopen the ticket on their behalf and get an agent to assist them

    First trigger ends

    Trigger Two - AnswerBot - Tag Tickets as Reopen

    Meet ALL of the following conditions

    • Ticket | is | Updated
    • Status | Changed to | Open
    • Tags | Contains at least one of the following | answer_bot_solved

    Actions

    • Add tags | answer_bot_reopen
    • Remove tags | answer_bot_solved
    • Email user | (current user)
    • Email subject | Whatever you want your subject to be
    • Email body | Whatever you want your body to be, I note here that their request is being routed off to an agent and we will be in touch shortly
    • (Optional) Group | Your selected support group

    Second trigger ends

    --

    As Dan Cooper notes above there is a bit of duplication in the automatically assigned tag for ab_resolved and the secondary tag answer_bot_solved however from a reporting standpoint in the future I could see a world where, in Zendesk Explore, we want to report on all tickets marked as solved by AnswerBot, regardless of the end outcome. By leaving ab_resolved we allow for that possibility. In my eyes this does run along side (but does not replace) answer_bot_fired style triggers because in this case I'm specifically trying to look at all tickets where AnswerBot marked the issue as resolved, and I could build a report out to cross reference that with tickets also tagged answer_bot_reopened or any other tag I wanted to reference in combination.

    Overall though, this allows us to let a requester know that they marked their answer as solved and lets them follow up on the ticket if that is not the case or they have additional questions, then updating the tagging correctly and optionally routing it directly to a group. If you wanted these tickets to go directly to a Tier 2 group as an example because the user may already have some frustration at this process or the original solution not working you could do something along the lines of:

    • Group | Tier 2

    As our last step and have any other triggers applied to any Ticket | is | Updated workflows/notifications fire off internally as expected.

    Hopefully this helps with the logic you were looking to get going.

    --
    Rob Larsen
    Implementation Consultant
    Envoy Studios

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  • Aaron C.

    I had to update my trigger that follows up with customers who self serve. If you have the default automation that sets solved tickets to closed after 4 days, it fires the trigger that updates customers who self-serve again. So they will get that email twice, once when they self-serve and once when the ticket closes.

    I would consider adding a condition that nullifies this trigger from firing more than once. 

    0

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