Knowledge Capture Trigger based automated responses


4 Comentarios

  • Heather Rommel
    Community Moderator

    Hi Bart,

    I think what you're looking for might be the Answer Bot!

    More on that here:

  • Bart

    Heya Heather Rommel

    This is what I want, but to build internally based on what we think we want to send based on keywords, subject and much more. 

    Answer bot may get it wrong, it might get it right, and it's not part and parcel of the system. I don't have resources to add it on for our department. And using it for 30 days is not a long term solution.

    If answer bot can already do it, why can we not also replicate this with triggers? 




  • Heather Rommel
    Community Moderator

    Hi Bart,

    I think you're right, the Answer bot takes some time to learn, as it's AI. If you wanted to build it in triggers, I guess you could potentially do that. Thinking through how Zendesk natively works, I'm not sure exactly  how except to look for a particular phrase in the user's comments and have a trigger that offers a given article.  In order for the user not to get a 100 emails with separate article suggestions, you'd have to add a tag if a trigger fires and then nullify the rest of the triggers using that tag to make sure the remainder of the potential triggers don't also fire off for that scenario.

    I feel like there also might be a way to create a series of custom fields on your tickets that get auto-set by triggers that look for phrases in comments and sets the ticket fields. Then you could potentially leverage HTML and If/Then reasoning to offer articles based on the fields settings.

    I realize I'm not giving you a recipe exactly, but I hope one of these ideas might work if you flush it out? 



  • Brett Bowser
    Zendesk Community Team

    Hey Bart,

    A little late to the party I realize but what you're describing sounds fairly similar to the Rapid Resolve feature available in the Knowledge Capture app. More information here: Disabling users from self-solving tickets with linked articles (Professional and Enterprise)

    Within the app settings page, there's an option to enable End-users can solve tickets after viewing linked articles.

    It may be worth looking into this feature to see if it accomplishes what you're looking for.



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