Feature request: Custom copy for buttons in answer bot emails


  • Mike Mortimer
    Zendesk Product Manager

    Hi Lenka,

    Thanks for your feedback - at Zendesk we too emphasise user testing and data validation behind design decisions and the experience for this copy and buttons has evolved many times during the EAP, to arrive at the current experience.

    Is your issue primarily tone of voice here or how it is designed, to ensure the correct actions are taken (i.e. people not clicking the buttons accidentally)? If it's the latter we are revisiting the UX to promote a better experience at each stage of the process (i.e. receive articles, read articles, close ticket) to further combat any potential false solve issues. One thing to consider with all of this (that adds a lot of complexity) is how to handle the situation of internationalisation where multiple translations are needed for each piece of content.

  • Mirjam Happel

    Hi Mike,

    I actually have a similar remark. In our company we do not call it a "request" we call it a "ticket". It would be nice to be able to change it to what it is actually called. The same counts for the web form version.


  • Paul Ueng

    Hi all,

    This is also something that I would be interested in. On top of that, it would be nice to be able to make the article titles larger/bolder to be easier to read.

  • Yusuke Hidaka

    Hi all


    I strongly desire this customization.

    We are developing a POS system for individual businesses in Japan. 
    The customer doesn't really understand what "request"says.
    It's weird in Japanese.

    In this situation, it is possible to accidentally close the inquiry.

    Please consider correspondence.


  • Acenerate

    I know that this thread has been around for a little while, but in case anyone else stumbles upon this question - you may be interested in our Zendesk Marketplace app, Klick-Zen.  Klick-Zen gives you the ability to create buttons to add to customer emails, that can take a variety of direct actions on the ticket.

    Check out our website for more information:



  • Rie Takahashi

    Hi customer support

    The word "request" in response to a question post is far from connotative, so it would be helpful to be able to customize it.



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