AI

Hi Is it possible to have button links, on a website, that when clicked, opens the chat function but at another step in the flow compared to opening the chat from the main button (bottom left)???? I am thinking maybe using the Bot and giving it keywords that are in the URL of that button, so when it gets that request it will respond to the keyword and go down the route configured for that...Maybe???? Thanks Darren

Looking to setup a View that shows all tickets (of specific criteria) that are un-closed or recently closed. Originally I had intended to use the following "Any" (OR) conditions; Status - Less than - Closed Hours since closed - (calendar) Less than - 24 However, the "Hours since" are not available as "Any" (OR) conditions, so I'm wondering if the "Hours since closed - (calendar) Less than - 24" condition (in the "All" (AND) conditions) will be enough.?.

We currently have our Level 1 agents assign specific types of tickets to a Level 2 group, and then agents from that specific group are expected to assign the ticket to themselves. I am looking for a way to run a trigger if a ticket has been assigned to a Level 2 group but not picked up by a specific Level 2 agent for more than a certain period of time.  

Hi!I have an issue with Answer Bot and how it picks languages for the article suggestions. Currently, my browser is set to English and the Answer Bot recognizes it and greets in English, but when it comes to the suggested articles that pop out after Answer Bot's greeting, they are not in English but Danish. This issue started appearing after I created my Help Center to have English (Denmark) and English (Austria), since we need to have a separate knowledge base in English for Austria and for Denmark. I am not sure how I can fix this, since I still need for the bot to recognize browser's language so I can't force a certain language locale.I hope you can help out :) 

Hi, Is it possible to somehow check the effectiveness of the answer bot? For example, statistics on how many total users started a chat with the answer bot How many of those users continued submitting a ticket to the help desk. (because they didn't get the answer they needed) How many of those users didn't submit a support request ticket (because they found their answer in an article suggested by the answer bot)I believe this would be a very useful feature and I will be more than happy to find out if such a feature exists.Thanks for your answers in advance.

Hello,  We are using a classic Chatbot in our web site but it's not present in all pages. How is possible to customize it so it will be present in every page? I dind't find any option. Is this something that we need to implement in the code of the template we are using or is there an option for that?  examples : not present https://www.discogs.com/genre/electronic?ev=em_ep  present https://support.discogs.com/hc/en-us  Also, I have another question : I want to integrate a support link to chatbot so users will be able to open a ticket directly from there. I would like to put chatbot in a specific page of the web site and customize tickets based on this specific section of the web site so tickets will be opened already classified as requested.  For example : I'm gonna put the chatbot in the Available Products List page so if a user open a ticket, it will gonna be already redirect to Available Products List queue and categorised with the tags related.  Thank

I haven't found a way to suppress Answerbot suggestions for email requests submitted by specific requesters. I have set up different notification triggers depending on whether Answerbot should suggest articles or not. For those recipients who should get a "received" notification without Answerbot, I defined tags connected to the requester addresses that should be excluded, but this doesn't seem to work.Is there any best practice for this case?

Hi, I'm wondering if there is a way (either currently or planned) to access and edit Flow Builder flows with APIs? We're currently creating some in our Sandbox, and in the long term would want an exact match (or as close as possible) between our live and sandbox instances. In other areas (eg. apps) we manage doing this with our CI/CD processes which convert our apps to the correct ZD formats and deploy directly via API endpoints. This gives us an external backup and consistent version control in a centralized place, and allows code reviews to be done. Ideally, we would do the same with Bot Flows - building them in some sort of human readable format (either native Flow Builder in the Sandbox and exported, or create an in house tool) and manage packaging and storage outside of Zendesk (in our version control / CD suite) and deployment with APIs to the SB for testing and Live to deploy it. Thanks, Cheryl

I have set up the Customer Feedback (Satisfaction check). It states (here https://support.zendesk.com/hc/en-us/articles/203662256-Using-CSAT) that when we make the ticket 'solved' the user gets a message on his email after 24 hours to share his feedback. That does not work. Our tester did not get an email after 24h.  

I have opened a ticket with ZD but they've said it will be a few days before I receive a reply so I'm hoping maybe someone here has already solved this same problem. I am building a flow in preparation for when we change from the classic web widget to messaging. We currently utilize offline forms and want to maintain a semblance of this functionality. I have built custom fields into our flows, and would like to use triggers to auto-select the correct form based on the choices a user has made in the answer bot flow. For example, if someone chooses "order status", I would like the "order status" form to be selected. I have been testing this in our sandbox and the conditions that I believe should work are not working. Is the text that is present when the ticket is created from answer bot not "read" for the purpose of firing triggers? (I have it first in the trigger list so it's not an order issue) I have also tested with not having the comment (public or private) condition present, and ha

Hi, we are updated the  answer bot message related string files, But it is not reflecting  the app side. It is showing the default messages only, we want to know how to customize the answer bot messages in chat. we are tried so many ways , But it is not working. 

Hi community, I'm having some difficulty configuring answerbot to suggest relevant articles. We use the email answerbot, which suggests articles to a user once they've emailed our team. However, the answerbot is considering all words including the signature. This means the suggestions are all based on the text in the signature, not their question. Has anyone found a way around this?

Hi. Is the document "A" excluded from the recommendation when a customer searches the Help Center, reads the document "A" and generates a ticket by pressing the "submit request" button at the bottom of the document? Also, will "A" be excluded from the automatically recommended documents after registering the inquiry? If the document I've been reading is recommended, the customer may be angry, so I'm going to remove the recommendation function after checking it in advance.      

We are looking into putting the previous conversation into our CSAT follow-up.  At the moment we use the placeholder {{ticket.link}} to help customers view the previous conversation. Customers have stated it is difficult because they need to log back into their account to view the conversation.Any recommendations on how to insert the previous conversation into the CSAT follow up itself? 

In Zendesk Messenger is it possible to turn off the automatic “Was this helpful?” question that answer bot asks once you have sent an article or a final message within a flow? We are finding if customers click “no” they then get the option to talk to a human without Answerbot gathering any information from them like their name or email address. As such, when they arrive in to our agent workspace we have no idea who they are as they just appear as "Web User 834939402983". This is making it very difficult for us to use messenger successfully. We would like to have full control over when customers talk to an agent and force them to use the pre-determined forms we have added to our flow builder if they need to speak to someone and provide us with their details. We are also finding that on messenger even if the customer just says “hi” or “hello” Answerbot does not recognise this is not a question and will suggest articles to them, of course none of which are helpful as the customer has not

Hi, How to automatically append 2-3 related articles to the ticket when auto-responding? For example, customer emails us > ticket is created > customer gets email saying ticket has been open and here are 2-3 articles they can check out while we get back to them. Thank you, Anthony

I'm trying to test a different version of the default "Request customer satisfaction rating" automation but can't get it to fire. I've moved the new version ahead of the default automation and set conditions specific to test tickets I've submitted but the default automation still fires. Is there something special about the default automation that takes precedence? Also, is there a way to reset the "offered to requester" satisfaction value so I can retest the same ticket? Thanks, Phil

Hi All, I'd like to know what would be the best automation/notification configuration to simply notify a requester of a pending ticket every N days. I understand that this was answered in a similar post here (posted in 2017) - unfortunately no feedback as to whether this worked. Just wanting to check if there was a more elegant solution than setting up 2 automations and 2 triggers. Theoretically I'd like this to run perpetually until the ticket is reopened by the requester's reply or by another automation.

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?

Hello,I have a Classic Web Widget active on my site (answerbot). I would like for users to be shown the form to submit a query if their request was unsuccesful. I have added contactOptions: { enabled: true } and contactOnlyAfterQuery: true but this does not seem to be doing anything. This is the whole snippet: <script>    window.zESettings = {        cookies: false,        webWidget: {            contactOptions: {                enabled: true,                contactButton: { '*': 'Get in touch' }            },            answerBot: {                avatar: {                    url: 'xxxxx',                    name: {  &nb

I have a goal for tickets to be closed within a certain time-frame, but I also have a pending status which is 21 days long. Wondering if anyone has any good workaround for reporting on tickets in this status?E.G. If my goal is to close all tickets within 30 days, but a ticket is set to pending, should I be reporting on all pending tickets, or all closed/solved tickets.  Any ideas?

Hi everyone I hope I'm not duplicating a question already asked here but I've spent the last hour or so searching and can't find anything that helps me. We recently introduced Answer Bot into our Help Desk and while it's been a huge help, it has thrown up a bit of an issue - essentially, when AB fires on a submitted ticket and, suggests at least one correct article, we regularly don't get any further response from the requester. In some cases, we can see they have viewed the relevant article(s), in some, they haven't viewed any articles but we know that at least one contains the answer. I'm just wondering how other people deal with this scenario? Our current thinking is to create a trigger that goes off a few hours after the AB suggestions are shared and attempt to elicit a response. I'm concerned, though, that this solution is tip-toeing close to something akin to spamming, with a second automated reply and potentially still no resolution for anyone. Our alternative starts to negate t

Hi Community, I have trouble with a Zendesk automation not getting triggered. We need the following automations which I created:1. Send specific macro 3 days (72h) after our initial reply to user (tag "3days")2. Send specific macro 7 days (168h) after our initial reply to user (tag "7days")The way we would like to have it is that: 1. agents would add both tags to the ticket and reply to the user and leave the ticket as open or pending.  2. Consequently, 3days tag would trigger an automation after 3 days 3. And 7days tag would trigger an automation after 7 days  (if the ticket gets solved in the meantime, the automationsshouldn't trigger. I set up this in the conditions (see screenshot at the end). As you can see the automation should only work when the ticket is set as open or pending but not if solved.   So I tested it like this: I added both tags to the ticket and put it on open. The 3 day automation worked as it should

Hello. I received an email with the title "How would you rate the support you received?" But, the problem has not been resolved. I couldn't help it, so I clicked "I'm not satisfied", but I can't rate it. Why I can'r rate? Who teach me please. I will attach an image. Thank you.

Get blank screen and error 401 when rating.