I've noticed that some of the solved tickets via answerbot show the request as "Unknown (AnswerBot)". I've [provided a screenshot as an example. Looks like this started on August 5th.
I hit up your support team and it looks like it was coming from the Answer Bot for Web Widget early access program in which my account is participating in. They also mentioned that... "These tickets signify that a user visited your site, typed a question to Answer Bot in the Web Widget, and indicated one of the articles they were served answered their question. This creates a ticket for tracking purposes, but because the user hasn't yet identified themselves, the ticket's requester is the unknown Answer Bot user."
In some cases, people have resolved an email or two via Answerbot, but their question is still not 100% resolved [I know this given the processes in place that are required for ticket resolution.] The only issue I can foresee in my case, is that we don't appear to have the way to reach out to the user to offer additional help.
Also just wanted to throw this on the radar as I am not sure if this is supposed to function this way and I may have missed this, but is there some sort of setting that can require user identification within the widget? I thought I had it set up that way, but I am clearly mistaken.
Please sign in to leave a comment.