Question
Why do I see tickets with Unknown (Answer Bot) as the requester?
Answer
Tickets with Unknown (Answer Bot) as the requester are created when an end-user's question was answered by an article suggested by Article Recommendations from the Web Widget (Classic) before a ticket was created.
The user's information isn't captured because Article Recommendations' interactions through the Web Widget (Classic) don't require identification before an interaction.
For more information, see the article: Configuring Answer Bot for the Web Widget (Classic).