How to view tickets solved by Answer bot?

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23 Comments

  • Official comment
    Mike Mortimer
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    Hi Cody,

    You can report on individual tickets within Insights (let me know if you want more info on how to setup this report), but if you want to easily create a view for tickets where Answer Bot have been used, add an action to the standard Answer Bot trigger to add 2 tags - "solved_by_answerbot" and "answerbot_attempted". Then add a new trigger for a ticket "update" where the "answerbot_attemped" tag is present, ticket status is not solved and Ticket: Agent replies > 0. Set the action to remove the tag "solved_by_answerbot" (implies an agent responded so therefore Answer Bot failed). Now you can create views to show all tickets where Answer Bot ran using the "answerbot_attempted" tag. All tickets where Answer Bot solved the ticket: ticket is solved and both the tags are present, and where Answer Bot failed to solve the ticket: where ticket is solved and only the "answerbot_attempted" tag is still present.

    We are looking to make this a default system field in the future to make it easier, but this should get you most of the way there for now.

  • Mike Mortimer
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    That's the one edge case that this approach doesn't solve. This is a bit of a workaround and we do have plans to build this into rules in a more useful way in the future. Stay tuned for updates in the future.

    The only workaround I can suggest right now is to insert a unique sentence when there are no article matches and then create another trigger that runs when that string is found within comment text and removes the tag.

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  • Dave Jones
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    Hi Folks,

    As we continue to experiment with Answer Bot, I wanted to post an update on the trigger we're currently using to remove the solved_by_answer_bot tag if/when an agent updates a ticket in a way that indicates human involvement to resolve the query.

    We currently classify a public reply, merging with existing ticket or assignment to an agent as an indicator of human involvement being required.

    I'll come back and update this post if/when we evolve the trigger further.

    Hope this helps someone out there!

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  • Jennifer Rowe
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    Thanks for sharing your trigger, Dave! I'm sure this will help others.

    Would you be willing to write a tip about how you've set up Answer Bot, including this trigger?

    We've been looking for some customers to share their workflows and setup, as Answer Bot is still pretty new and customers could use some guidance from others who have done it.

    If you write something up in our Tips and Tricks section we'll send you swag for your efforts!

    Thanks!

     

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  • Cody Stephenson
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    Awesome, thanks, Mike.  I'm newer to creating advanced triggers, so I know it should be possible but might be a little more complex.  I set it up and it looks like it's working.

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  • Mike Mortimer
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    Nice, great to hear - let me know if you've got any other questions and I'll be happy to help where I can.

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  • Raelene Lokhorst
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    This solution works great for us except one factor. We use this placeholder for answerbot:

    {% if answer_bot.article_count > 0 %}
    In the meantime, here are a few articles that might help solve your request while you wait:
    {{answer_bot.article_list}}
    {{answer_bot.first_article_body}}
    {% endif %}

    So if we add the tag "answerbot_attempted" to our trigger, it will tag with this tag even if there was not an Answerbot match. Is there a workaround to only tag if an answerbot solution is presented?

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  • Paya Schlass
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    Hi Mike,

    Thanks for the suggestion here.. can you clarify more on this... just trying to set up the trigger but it isn't recognizing the ticket comment? 

    The only workaround I can suggest right now is to insert a unique sentence when there are no article matches and then create another trigger that runs when that string is found within comment text and removes the tag.

     

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  • Jessie Schutz
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    Hey Paya! Sorry for the delayed response!

    Can you post a screenshot of how you're building the trigger? That'll help me pinpoint what might be going wrong.

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  • Paya Schlass
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    Hi Jessie!

     

    I tried a couple of triggers but none of them worked - my goal is to figure out a way to only add  a tag of: answer_bot_attempted, if the answer bot has some articles.

    Any suggestions?

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  • Jessie Schutz
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    Hey Paya!

    I'm afraid I can't suggest anything other than what Mike suggested above. Sorry I couldn't be more help. :(

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  • Richard Moyles
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    Could someone possibly post a screenshot of these two triggers? 


    Having trouble setting this up myself.

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  • Eckhard Doll
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    Hello!
    What's the status on this? We are currently in the trial period and having a look at tickets that have been solved by the Answer Bot seems to be a pretty basic requirement for the whole system. It would be great to have a more convenient solution than the mentioned workarounds.

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  • Dave Jones
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    Hi folks,

    We're in the process of rolling out Answer Bot within FreeAgent and we've encountered a few of these challenges, too.

    Like several people above, we tried creating some triggers to conditionally add/remove tags based on the presence of specific text, such as "I found some articles that might help". Sadly, this doesn't seem to work; it seems that replies from Answer Bot don't actually qualify as public comments, so you can't hook into them with other triggers.

    If you're looking to find a list of tickets where Answer Bot actually found and suggested 1 or more articles, GoodData can help: Plot the "Answer Bot attempted resolutions" against time, and then use the "Filter" menu to select only tickets where the "Article Returned" attribute is set to "true".

    This isn't the most graceful of solutions, especially if you're looking for a real-time view of Answer Bot tickets in Zendesk, but I trust there's a better solution on the horizon.

    Hope this helps someone out there.

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  • Dave Jones
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    Hi Jennifer,

    Of course, I'd be more than happy to help. I'll take a note to work on this over the Christmas period, it'll be a nice gift for Answer Bot 🤖 . Is there a way I can reach out to you, if I have any questions?

    Cheers,

    Dave J

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  • Jessie Schutz
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    Hey Dave!

    I'm so excited you're going to write a tip for us! We actually have a post detailing best practices for writing Community Tips, which you can find here: Guidelines for writing community tips. That should answer most questions you have, but if something else comes up you can just ask in the comments on that post. :)

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  • Martijn Snels · pluscloud.nl
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    Looks like those tags are not anymore added to the tickets. Is that correct?

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  • Dave Jones
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    Hi Martijn,

    If you're referring to the solved_by_answerbot tag, this isn't added by default, you have to manually add it as part of your Answer Bot Zendesk trigger(s). Here's a screenshot of our Answer Bot trigger, with some highlighting around where the solved_by_answerbot tag is applied.

    Don't forget, if you choose to apply this tag, you'll want a complimentary trigger that *removes* the tag if/when an agent replies to the ticket (suggesting Answer Bot didn't resolve the ticket alone). My post above, from December 14th 2017, shows how this complimentary trigger can be setup.

    Hope this helps!

    Dave J

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  • Jessie Schutz
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    Thank you for sharing this really detailed answer, Dave! Excellent work!

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  • Dave Jones
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    No problem, Jessie. I've just spotted above that l owe you a best-practice guide that you asked for almost a year ago, doh! Is this something you'd still value, or has a best-practice guide already been established by now? We're just rolling out Answer Bot in the Zendesk Web Widget, too, so lots of learning happening at the moment! :)

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  • Jessie Schutz
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    Hey Dave!

    A Tip like that would be amazing! If you have the time, we'd love to have it!

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  • Eugenia Chul
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    Hello, in his answer, Mike mentioned you can set up a report on individual tickets. Does that mean I'll be able to view them? Is there a way to create the report on all tickets solved by answer bot? 

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  • Mike Mortimer
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    Hi Eugenia, you can create a very quick report in Insights to see which tickets were solved by Answer Bot: https://cl.ly/075768ed2bcf

    When you click the ticket ID it'll load up the ticket in a new tab.

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