Answer Bot only suggests articles based on the subject, not on the actual description of a ticket.
As the title says, I have noticed that Answer Bot only suggests articles based on the subject of a ticket and not the description (the actual ticket).
Since our developer created the ticket form so, that the brand name is by default in the subject (which is needed so that we can automatically differ between brands as per Zendesk), most clients do not change the subject (even if they could).
But even if the client changes the subject, the whole description is still way more meaningful than a "I have a problem with your app" for example.
This results in more tickets which have to be answered by an agent than necessary, simply because Answer Bot suggest no or wrong/ unhelpful articles.
I have created a ticket based on this topic. The reply from Zendesk was that they asked their IT and it is not possible to change the Answer Bot so it suggest articles based on the description of a ticket. They also told me to create a post here to ask the community if they found a workaround.
There is no workaround for this. It more sounds like your Zendesk itself and the form setup needs optimising to best practise operations in order for the forms to work seamlessly with Answerbot.
I tested this on my account and it seems that Answer Bot is matching articles based on either the subject or the description.
That said, if I understood correctly it sounds like you have a multi-Brand Zendesk account. It's important to note that your Help Center is unique to the Brand it is associated with. This means that if the ticket is being submitted as part of Brand A, Answer Bot will only look for articles within Help Center A.
Another important note is that if you enabled article labels, that will further limit what articles Answer Bot will search for (more on that here).
Please sign in to leave a comment.