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Feature Request: Ability to View Questions Asked by Customers in Answer Bot



Posted Sep 24, 2021

Feature Request Summmary

We need the ability to see questions asked by customers that didn't have a resolution or when the customer selects "No" when asked if the article helped answer their question.

Description/Use Cases

Zendesk Answer Bot only captures questions asked by customeres if the customer had clicked "Yes" for "Does this article answer your question?". We need the ability to also see the questions asked by customers when there is no resolution selected.

Business impact of limitation or missing feature

We have already optimized our articles as recommended, but we still have a low resolution rate. It is difficult to determine what type of articles we should write to resolve the low suggestion rate and resolution rate. It's great to see the type of questions customers ask when it helps provide the right answer, but this doesn't help us provide articles that are helpful for the customers that didn't get their answer resolved.

Other necessary information or resources:

I found a related post here.

I also saw that we can view content cues, but there isn't much information in there for us when I tried it.


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4 comments

This is a great enhancement request! This restriction (not being able to view questions from customers in Answer Bot when answer is "No" or no resolution) was one of the reasons we decided not to move forward with deploying it in our instance. 

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image avatar

Monika Vogel

Zendesk Product Manager

Hi annie.wu and Ryan Boyer

Just want to come back to you as we agree that it's valuable to see the questions where article recommendations were not helpful. We'll start exploring how we can include this signal into Content Cues and how we improve article suggestions in general. 

Thanks for this great feature request! 

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I would love to have the ability to know what questions our customers are asking so we can continue to build out our helpdesk in more constructive ways.  Any update on when this will be available?

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I am a bit shocked that this is not information that we can access in our analytics - is there a status on this feature?

 

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