Jalle van Goor den Oosterlingh

Hi Avery,

This has been solved by switching to Agent Workspace and using the new Flow Builder variant of the Answer Bot!

Hi Alejandro,

I can only say +1.

Edit: Same goes for tickets put through to the web form via the "leave a message" functionality. End-users have the tendency to feel like Agents know what the conversation between them and the Answer Bot has been. 

Hi guys,

Upon starting with Answer Bot, we found that transcripts of the conversation the end-user has with the Answer Bot are not being shown to the Chat agents.

Why is it a problem?

It's a problem for a number of reasons.

For the end-users it provides a bad experience, in their view they've already asked their questions and would like for an agent to follow up straight away.

The Chat Agents on the other hand miss a vital part of the conversation, leading to them asking a question multiple times. Furthermore, it would be beneficial for the agent to see the articles which were presented to the end-user, so they at the very least won't share the same article twice.

Potential solution

At the moment we don't have a workaround for this challenge (if there is anyone in the community who has an idea, feel free to share!).

Ideally, we would like for Zendesk to handle the conversations with Answer Bot just as a Chat which is handed to an Agent, with the full conversation history.

Impact

The impact is such that we are not sure whether we will continue using Answer Bot.

Thanks for reading, and if your organization is experiencing anything similar, please do upvote this post.

KR,

Jalle

Hi there,

The original thread, posted close to two years ago, mentioned that there are some apps in the marketplace which address this issue. Even though the specific apps were not mentioned, I would like to mention a particular app here.

The free version of this app (Shredder) allows you to create business rules to deal with the suspended tickets. The paid version (Shredder Pro) allows you to fully automate this process as well as the automatic processing of emails which are received from a support address. 

The good thing about these apps is that they run directly in your Zendesk, there are no external servers which process your data.

Hi there,

How far are the plans to implement this into Zendesk Explore?

Hi David,

This is indeed impossible at this moment, since triggers do not work with "current agent" conditions.

The only thing you can do now is to set up a trigger which assigns tickets where assignee and group are not filled to you or a specific group (Customer Support/IT/Empty Group). 

Mostly this is part of training agents to fill the form out correctly, but human errors are inevitable. 
Hope it helps...

KR,
Jalle

Thanks for the update @Kirsten!

Hi @Nicole, how are things concerning the EAP? 

Since we are almost halve way through March :).