Michael Jenkins

Jose

I added this trigger back and magically it seems to be working now after I started a ticket with Zendesk about the issue. Fingers crossed it stays working!

 

@...  To add on to what @... mentioned. This is a huge hole in the support flow. We want to offer self help steps through the flow builder but we don't always have agents who can respond back.

I spent half my day yesterday trying different techniques to send some kind of automated response but there does not seem to be any way of doing that.

The other issue is that after an article is suggested you can't control the flow anymore. Would be helpful for us to control the option of starting over or sending to an agent after that. When you send to agent after article suggestion there is no option of entering their name or email which is critical since then we could respond easier.

My next idea is that I am not even going to use the article suggestion option, just give them the direct link to the article so that I can control the flow after that and offer a direct link to our ticket form if the article did not help. 

Flow Builder is great idea a highly needed but still in the infancy stage and has long way to go.