Best practices: Tracking autoreply usage with triggers, views, and workflows

What's my plan?

Figuring out the best way to set up triggers, automations, views, and tags to track autoreply usage can be confusing for many users. In this article, contains recommendations for the following situations:

• Automatic tagging
• Viewing tickets marked helpful
• Removing the tags from reopened autoreply tickets
• Following up with customers who self-solve
• Creating an autoreply trigger for follow-up tickets
• Suppressing CSAT surveys on autoreply tickets

Automatic tagging

There are five tags that the autoreplies feature automatically adds to tickets to simplify setting up of new triggers and automation.

Ticket tag name	When is it added?
ar_suggest_false	Added when a suggestion is successfully triggered but failed to find any matching articles
ar_suggest_true	Added when a there is a successful article suggestion
ar_marked_unhelpful	Added when the end user indicated that the suggestion was unhelpful
ar_marked_helpful	Added when the end user marks the suggestion as helpful
ai_agent_automated_resolution	Added when the ticket is automatically resolved by an AI Agent using autoreply with articles (learn more)

Note that if you use the answer_bot_fired tag, your existing triggers will continue working as they do today. 

To optimize how triggers are fired, set up new triggers to take new actions, or change automations, you have to start with some basic tag manipulation:

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. For every trigger listed in the Answer Bot trigger section, select Edit.
3. Scroll down to the bottom of the trigger, to the Actions section and select Add Action.
4. Select Add tags from the drop-down list and then insert the tag answer_bot_fired.
5. Save the trigger.

Now all tickets autoreplies have fired on will have the answer_bot_fired tag, and you can easily create a view to see them:

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. Create a new view with these conditions:
   • Status | Less than | Closed
   • Tags | Contains at least one of the following |  answer_bot_fired

Viewing tickets marked helpful

You can create a view to see all tickets that an end user has marked helpful based on an autreply suggestion. Tickets an end user has marked as helpful by an autoreply suggestion are automatically given the ar_marked_helpful tag.

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. Create a new view with these conditions:
   • Status | Greater than | On-hold (or Pending, if On-hold status is not available for your account)
   • Tags | Contains at least one of the following | ar_marked_helpful

Removing tags from reopened autoreply tickets

You could even take this one step further and add another trigger to remove the ar_marked_helpful tag, if a ticket is reopened:

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the triggers page, click the Ticket tab, then click Create trigger.
3. Set the conditions:
   • Status | Changed from | Solved
   • Status | Not changed to | Closed
   • Tags | Contains at least one of the following | ar_marked_helpful
4. Add the actions:
   • Select Add tags from the drop-down list and then insert the tag answer_bot_reopen.
   • Select Remove tags from the drop-down list and then insert the tag ar_marked_helpful.
5. Save the trigger.

Following up when customers self-solve

Extending on the previous steps, you can also add another action to send the requester a follow-up email to confirm that their request has been marked as solved.

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Create the trigger in the previous section, with these additional actions:
   • Email user | (requester)
   • Enter an email subject and body
3. Save the trigger. 

Creating an autoreply trigger for follow-up tickets 

In some situations, you may want to check in on a closed ticket. Closed tickets cannot be reopened, so to continue the conversation (rather than starting a new one) you need to create a follow-up ticket.

When you create a follow-up ticket, all of the closed ticket's information, including tags, is carried over into the new ticket. That means that the default ar_marked_helpful tag is applied to the follow-up ticket, which prevents autoreplies from firing on the new ticket. If you want to include article suggestions in the ticket notifications, you'll need to remove the ar_marked_helpful tag.

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. On the triggers page, click the Ticket tab, then click Create trigger.
3. Set the conditions:
   • Ticket | Is | Created
   • Channel | Is | Closed ticket
   • Tags | Contain | ar_marked_helpful
4. Add the actions:
   • Remove tags | ar_marked_helpful ar_suggest_false  ar_suggest_true  ar_marked_unhelpful
5. Save the trigger.

Suppressing CSAT surveys on autoreply tickets

Customer Satisfaction (CSAT) surveys were designed primarily for when human agents have been involved in solving the ticket. Many customers choose to disable satisfaction surveys for autoreply tickets. This assumes that you are tagging tickets solved by an autoreply suggestion with the answer_bot_solved tag.

1. In Admin Center, click  Objects and rules in the sidebar, then select Business rules > Automations.
2. Open the automation that's been set up to send CSAT surveys
   By default it's called Request customer satisfaction rating (System Automation).
3. Add a new condition:
   • Tags | Contains none of the following | answer_bot_solved
4. Save the automation.