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Answerbot created a ticket

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Nikki

Publicado 22 de fev. de 2022

I received a ticket from requester "Unknown (Answer Bot)" with what looks to be a search phrase as the subject, and the content of the details is:

Unknown (Answer Bot) found a solution in the following article and marked the ticket as Solved.

  • (the link to the article)

 

And the ticket was automatically closed as soon as it was created.

I only recently started using Answer Bot at this company, and our volume is low, but I don't recall ever seeing this before in previous jobs. What exactly happened to cause Answer Bot itself to create a ticket?

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    Dave Dyson

    Hi Nikki,
     
    Whenever a request comes in through Answer Bot and is solved automatically by an article recommendation before the user information is captured by the Web Widget (Classic) this happens. A ticket is created and the requester field is set to Unknown (Answer Bot). 
     
    More information can be found in this article: Why do I see tickets with the requester set to Unknown (Answer Bot)? 

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