Why do I see tickets with the requester set to Unknown (Answer Bot)?

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).