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 the Answer Bot from the Web Widget (Classic) before a ticket was created. The user's information is not captured because Answer Bot interactions through the Web Widget (Classic) do not require identification before an interaction.
For more information about using Answer Bot for Web Widget (Classic), see the article: Configuring Answer Bot for the Web Widget (Classic).
1 Comments
I'm struggling to see the value of why a ticket is created if Answer Bot provided a resolution to the use BEFORE the ticket was created. This is noise to me in my ticketing system and would rather see it in analytical data.
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