An autoreply is an automated response to a customer’s request, sent through an email or web form. You can create email autoreplies usingtriggers, which determine when the reply is sent and what information is included in the email response.
- 自动回复文章:这个动作包括见subgested help center articles in the email response to help the customer resolve their issue.
- Autoreply: This option attempts to directly answer the customer’s request in the email response. The autoreply is typically triggered based on AI predictions about intent, language, and sentiment. These are calledadvanced autoreplies, and are available as part of theAdvanced AI add-on.
This article discusses the following topics:
Requirements for email autoreplies
To use the自动回复文章action, you must activate your help center. For more information, seeGetting started with Guide for your help center: Setting up.
To use theAutoreplyaction, you must have the Zendesk Advanced AI add-on and have intelligence triage enabled. For more information, seeIntroduction to Zendesk Advanced AIandTurning on and configuring intelligent triage.
Configuring an email autoreply with article suggestions
To set up an email autoreply with article suggestions, create a new trigger or update an existing one to use the自动回复文章action.
Before you start, make sure you're familiar with triggers. For more information on triggers, seeCreating triggers for automatic ticket updates and notificationsandManaging triggers.
To configure an email autoreply with articles trigger
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Triggers.
- To create a trigger, clickCreate trigger.
- To edit a trigger, click the title of the trigger you want to edit.
- Configure the trigger conditions. For example, you may want to send an autoreply email with suggested articles to an end user as soon as they submit a help request, but only from a mobile device. That trigger would include the following conditions:
- Ticket | Is | Created
AND
- Requester: Role | Is | (end user)
AND
- Ticket: Channel | Is | Mobile
- Ticket | Is | Created
- Next, configure the trigger to perform the following action:
- 自动回复文章| (requester)
This establishes that all tickets that meet the above conditions will send your autoreply email (see below) to the ticket requester.
- 自动回复文章| (requester)
- When you select自动回复文章from the Actions drop-down, the autoreply email field appears:
- 费尔l out the subject and body text you want to include in the autoreply email. Use the following placeholders to customize the email text. You can also clickView available placeholdersto view and copy placeholder text:
- {{autoreply.article_count}}
Required. You must include this placeholder for the feature to work. This placeholder adds a list of up to three articles that best match the request, links to those articles, and inserts buttons the end user can use to choose which article solved the request.
Note:This placeholder includes two pieces of text that are determined by the user's profile language: The headerDo any of these articles answer your question?, and the two buttons located underneath each suggested articleYes, close my requestandView article. - {{autoreply.first_article_body}}
Optional. This placeholder renders the first matching article (full HTML) into the email body, allowing end users to read the article and solve their problem without needing to leave the email experience.
- {{autoreply.article_count}}
Optional. This placeholder allows you to create an optional condition to send different body copy to customers based on how many articles are returned, for example:
{% if autoreply.article_count > 0 %} Here are some great articles that may help: {{autoreply.article_list}} {{autoreply.first_article_body}} {% endif %}Note:Autoreplies are not compatible with the{{header}}placeholder, which is an unsupported and deprecated placeholder that some customers may still be using in their HTML Email Template. The HTML Email template can be found inAdmin Center, by clicking theChannelsicon (
) in the sidebar, then selectingTalk and email > Emailand scrolling to the Email templates section.While this placeholder currently functions with standard email notifications, it produces a malformed header in autoreply emails To resolve the issue, remove this{{header}}placeholder from the Zendesk HTML Email template. To replicate the look and feel of this placeholder, you can add the following code (with appropriate styling added as desired) to the Email Body section of your account's Notify Requester triggers.Ticket #{{ticket.id}}: {{ticket.title}}
- {{autoreply.article_count}}
- In the sectionConfigure labels and test autoreply, clickConfigure and testto filter the list of offered help center articles based on labels:
- Ticket brand: Use the drop-down to select a brand to run the test on. The brand selected here is purely for testing purposes, and will not be added to the trigger you are creating.
- Ticket subject: This field is used to test the articles returned when a ticket is filed with this subject.
- Ticket description: Enter a short description of seven or more words, written from the ticket submitter's perspective.
- Article restrictions by label: Enter labels you want to use to filter the articles. As you type into the tag field, autocomplete displays available labels beginning with the same word or characters. Any articles with any of these labels will be used as potential autoreply articles.
- ClickShow suggested answersfor a list of articles the user may receive if these labels are applied when submitting a similar ticket. If you approve, clickApply labels; if you don't, edit the entries and try again, or clickCancel.
- If you’re creating a trigger, clickCreate.
If you’re updating an existing trigger, clickSave.
Converting a default trigger to an email autoreply with article suggestions
Zendesk Support provides a set ofstandard triggers, including triggers for email notifications. After enabling autoreplies, you can update the defaultNotify requester and CCs of received requestandNotify requester of new proactive tickettriggers to use the自动回复文章action.
To convert a default trigger to an email autoreply with articles
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- Click the title of theNotify requester and CCs of received requestorNotify requester of new proactive tickettrigger you want to edit.
- In the triggers Actions section, click theConvert to autoreply with articlesbutton.
This updates the trigger, including adding the autoreply placeholders into the email body.
- Edit the email as needed, and clickSave.
Configuring an advanced email autoreply
To set up an advanced email autoreply, create a new trigger or update an existing one to use theAutoreplyaction. Triggers for advanced autoreplies typically use theIntent,Language, orSentimentconditions for intelligent triage. For more information about these trigger conditions, see创建触发器自动筛选的票s.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- To create a trigger, clickCreate trigger.
- To edit a trigger, click the title of the trigger you want to edit.
- Configure the trigger conditions. For example, you may want to send an autoreply email to new requests from end users based on intent and language. That trigger would include the following conditions:
- Ticket | Is | Created
AND
- Requester: Role | Is | (end user)
AND
- Intent | Is |
- Language | Is |
- Ticket | Is | Created
- Next, configure the trigger to perform the following action:
- Autoreply
This establishes that all tickets that meet the above conditions will send your autoreply to the ticket requester.
- Autoreply
- When you selectAutoreplyfrom the Actions drop-down, the autoreply field appears:
- 费尔l out the body text you want to include in the autoreply. You can also clickView available placeholdersto view and copy placeholder text.
- If you’re creating a trigger, clickCreate. If you’re updating an existing trigger, clickSave.
Accessing email autoreplies
For Zendesk Support Suite accounts, email autoreply triggers appear in the Autoreplies page’sEmailtab.InAdmin Center, clickChannelsin the sidebar, then selectBots and automations > Bots.Then clickManage autoreplies.
For accounts on legacy Support Suite plans, or the standalone Zendesk Support + Guide package, autoreplies are called Article Recommendations. For these accounts, you can access email autoreply triggers on the Article Recommendations page’sEmailtab.InAdmin Center, clickChannelsin the sidebar, then selectBots and automations > Article recommendations.Then click theEmailstab.
20 Comments
Is there a way to remove or edit the "Do any of these articles answer your question?" header within the email?
Hello@...,
That is part of a pre-determined placeholder,answer_bot.article_list, and unfortunately cannot be edited or replaced, since it is required by the automation.
Hope that answers the question!
Hi everyone!
I've been configuring answer bot during these past weeks, and I'd like to know if there is any possibility to change the behavior of the button "yes, close my request" at the end of the article displayed in the email.
I'm talking about this one.
The change that we are thinking is about making that the button actually solves the ticket and doesn't redirect the user to the article on the help center. Is there a possibility to configure it like that on our end?
Thanks in advance.
Regards,
Hi Luis,
Thanks for reaching out to our Community!
I hate to be the bearer of bad news, but at the moment, it's not possible to customise the way the Answer Bot's suggestions are displayed in email notifications. The reason for this is that the message is returned by the Answer Bot through placeholders that are added to your triggers. These placeholders are{{answer_bot.article_list}}and{{answer_bot.first_article_body}}.
The button from your screenshot is added by the second placeholder {{answer_bot.first_article_body}} and is visible on the first article. Unfortunately, there is currently no way to access these placeholders and change the content they return.
Let us know if you have further questions!
This looks so exciting, cannot wait to get it setup!
Two questions:
Hi James,
Thanks for reaching out! Yes you can use Zendesk placeholders in your dynamic content. For example, you can add placeholders for ticket and user properties. See Zendesk data object (placeholders) referenceZendesk data object (placeholders) reference. You can also add other dynamic content placeholders.
https://support.zendesk.com/hc/en-us/articles/203663356-Providing-multiple-language-support-with-dynamic-content
Dynamic content is also how you would setup support for multiple languages, so this should work for both of your inquiries.
Thank you!
Jason Schaeffer| Customer Advocate |
Thanks for coming back on this Jason, much appreciated!
Should this answer bot code work from within Dynamic Content:
{% if answer_bot.article_count > 0 %}
{{answer_bot.article_list}}
{{answer_bot.first_article_body}}
{% endif %}
I tried it but with no success.
I am having the same issue. Answerbot is not working when I place the code within Dynamic Content
Hi James,
It appears that the Answer Bot placeholders don't work with dynamic content, see more details here:https://support.zendesk.com/hc/en-us/articles/115004477627
Thank you!
Yours truly,
Sonny Rebenito | Tier 1 Associate Customer Advocate |support@zendesk.com
Got a question? Comechatwith us!
Ask ourZendesk Community
我们最近增加了新标签内容相关an upcoming holiday campaign. As we're trying to create associated triggers for this content, it doesn't allow the addition of NEW labels when we try to configure & test. Any insight?
I hope you are doing very well.
It seems that you are having a doubt about (Given that the brand setting is for testing only, how do I ensure the correct brand is used for suggestions?).
Could you tell me more about your issue?
HiTiffany Maberry
In relation to the Labels, I will recommend checking these articles:
Using labels on your help center articles
Best Practices: Using labels in Answer Bot triggers
These labels should be added already in the Help Center articles to be able to be reviewed by Answer Bot.
Sincerely,
Julio H| Technical Support Specialist | Zendesk EMEA
Enjoy Free Zendesk Training
Hello. How do you prevent/ restrict INTERNAL Articles from showing up through the Answer Bot?
Internal articles that will show up inbot recommendationsare restricted to the user segment the end-users belong to.Let's say for example you have enabled " Signed-in user " in your help center, even without signing in the end-user can still access the link the bot provided. But it's limited to articles that belong to their segment. They can't see any other articles that belongs to another user segment like "Agents and Admins".
Hope this helps.
I guess I am not 100% clear. I don't want our distributors to be served up an INTERNAL Articles. Can I add a restriction that includes the word [INTERNAL] so that any article labeled [INTERNAL] will not appear? For example: Any internal articles are titled as such: How to Set up the new Office Printer [INTERNAL]
Thanks!
Can we have the answer bot send an email to the agent (assignee) instead of the requester?
The suggested articles are not always accurate but it would be nice to prompt the agent with the suggested ones and they can evaluate them.
thank you
It is only available for requester and CC.
However, your agents can review the articles that were sent on the actual ticket.
How can I suggest my own list of articles instead of having AB suggest it for me? I could just use a normal trigger, but I want the ability for end-users to mark their ticket as solved.
We don't have this feature yet outside of Answer Bot.
Would you mind posting your use case to ourFeedback on Supporttopic? We have atemplateyou can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
Hi there,
We have AnswerBot(now Autoreplies) enabled in our production and sandbox Zendesk instance. While it continues to work in the production instance, it has stopped working in the sandbox.
A little context: we have the trigger set up to respond to customers, via email, as soon as they open a ticket. The email gets sent, but no suggestions are included.
When testing using the `Configure and test` button, the expected articles show up for multiple queries.
Our help centre is set up for signed-in users only.
Are there other considerations that I may be missing? Could someone help me figure out why thesame exacttrigger works in production but not in the sandbox, please?
Thanks!
Hello,
Coming back to the questions asked on May 14 and June 5 2021, is there in the meantime a way to alter the text or the behavior of the button "yes, close my request" at the end of the article displayed in the email?
We have a lot of confusion with our clients, that close their tickets with these buttons without meaning to. They then create new tickets when not receiving response on their first created (and mistakenly closed) ticket, being frustrated about the extended waiting time and lack of responsitivity from our customer care teams.
Is there a solution for this?
Thanks!
Pleasesign into leave a comment.