Figuring out the best way to set up Answer Bot triggers, automations, views, and tags to track autoreply usage can be confusing for a lot of users. In this article, we're offering some recommendations for the following situations:
- Automatic tags
- Basic tagging
- Viewing solved tickets
- Removing the tags from reopened Answer Bot tickets
- Following up with customers who self-solve
- Creating an Answer Bot trigger for follow-up tickets
- Suppressing Customer Satisfaction surveys on Answer Bot tickets
Automatic tags
There are four tags that the Answer Bot feature automatically adds to tickets to simplify setting up of new triggers and automation. Use the below table to understand what these tags are and when they are added.
Ticket tag name |
When is it added? |
ab_suggest_false |
Added when Answer Bot is successfully triggered but failed to find any matching articles |
ab_suggest_true |
Added when Answer Bot successfully made an article suggestion |
ab_marked_unhelpful |
Added when the end user indicated that the suggestion was unhelpful |
ab_resolved |
Added when the end user marks the suggestion as helpful. |
Please note that if you are using theanswer_bot_firedtag, your existing triggers will continue to work as it does today.
Basic tagging
Basic tagging is important for almost all configurations and best practices for Answer Bot. To allow us to optimize how triggers are fired, set up new triggers to take new actions, or change automations, we have to start with some basic tag manipulation:
- Click theAdmin图标(
) in the sidebar, then selectBusiness Rules > Triggers. - For every trigger listed in theAnswer Bot trigger部分中,选择Edit.
- Scroll down to the bottom of the trigger, to the Actions section and selectAdd Action.
- SelectAdd tagsfrom the drop-down list and then insert the taganswer_bot_fired.
- Save the trigger.
Now all tickets autoreplies have fired on will have theanswer_bot_firedtag and we can easily create a view to see them:
- Click theAdmin图标() in the sidebar, then selectManage> Views.
- Create a new view - call itAnswer Bot Tickets
- Set the conditions:
- Status | Less than | Closed
- Tags | Contains at least one of the following |answer_bot_fired
Viewing solved tickets
In this step, you'll create a view to see all tickets that an end user has resolved based on an Answer Bot suggestion. Tickets an end user has marked as solved by an Answer Bot suggestion are automatically given theab_resolvedtag.
- Click theAdmin图标() in the sidebar, then selectManage> Views.
- Create a new view - call itAnswer Bot Solved Tickets
- Set the conditions:
- Status | Greater than | On-hold (or Pending, if on-hold status is not available for your account)
- Tags | Contains at least one of the following |ab_resolved
Removing tags from reopened Answer Bot tickets
You could even take this one step further and add another trigger to remove theab_resolvedtag, if a ticket is reopened:
- Click theAdmin图标() in the sidebar, then selectBusiness Rules > Triggers.
- Create a new trigger - call itAnswer Bot: Tag as Reopened
- Set the conditions:
- Status | Changed from | Solved
- Status | Not changed to | Closed
- Tags | Contains at least one of the following |ab_resolved
- Add the following Actions:
- SelectAdd tagsfrom the drop-down list and then insert the taganswer_bot_reopen.
- SelectRemove tagsfrom the drop-down list and then insert the tagab_resolved- this will remove those tags.
- Save the trigger.
Following up when customers self-solve
Extending on the previous steps, you can also add another action to send the requester a follow-up email to confirm that their request has been marked as solved.
- Click theAdmin图标() in the sidebar, then selectBusiness Rules > Triggers.
- Create the trigger in the previous step, or edit theAnswer Bot: Tag as solvedtrigger by adding a new action:
- Email user | (requester)
- Enter an email subject and body
- Save the trigger.
Creating an Answer Bot trigger for follow-up tickets
In some situations, you may want to check in on aclosedticket. Closed tickets cannot be reopened, so to continue the conversation (rather than starting a new one) you need tocreate a follow-up ticket.
When you create a follow-up ticket, all of the closed ticket's information, including tags, is carried over into the new ticket. That means that the defaultab_resolvedtag is applied to the follow-up ticket, which prevents Answer Bot from firing on the new ticket. This is fine if you do not need Answer Bot to work on the new ticket; however, if you want to include Answer Bot suggestions in the ticket notifications, you'll need to remove theab_resolvedtag.
To create a trigger removing the ab_resolved tag from a follow-up ticket
- Click theAdmin图标() in the sidebar, then selectBusiness Rules > Triggers.
- Create a new trigger - call itAnswer Bot: Follow_up
- Set the conditions:
- Ticket | Is | Created
- 频道|Is | Closed ticket
- Tags | Contain |ab_resolved
- Add the following Actions:
- Remove tags |ab_resolved ab_suggest_false ab_suggest_true ab_marked_unhelpful
- Save the trigger.
Suppressing Customer Satisfaction surveys on Answer Bot tickets
Customer Satisfaction surveys were designed primarily for when human agents have been involved in solving the ticket. Many customers choose to disable satisfaction surveys for Answer Bot tickets. This step assumes that you havetagged tickets solved by Answer Botwith theanswer_bot_solvedtag.
- Click theAdmin图标() in the sidebar, then selectBusiness Rules > Automations.
- Open the automation that's been set up to send Satisfaction surveys, by default it's calledRequest customer satisfaction rating (System Automation).
- Add a new condition:
- |标签包含以下|answer_bot_solved
- Save the automation.
8 Comments
This set of conditions for tagging tickets as solved doesn't work for me:
Reason being that ticket events states that Zendesk adds ab_resolved in a separate action to the user changing ticket status to solved. Further to this, when Zendesk adds the tag rather than the user, it doesn't always count as a ticket update for some reason so it's impossible to build a trigger around the ab_resolved tag: a vast majority of the time it just won't fire until the ticket updates on close. I wish that this whole feature were baked in rather than organised via triggers. It's so inconsistent.
Any Update on this as using the flow to addthe taganswer_bot_solveddoes not work, when I reached out to Zendesk support and they let me know I have my triggers set correctly but not sure "why trigger didn't fire as expected although I understand that these conditions are in our article"
My question is, can you add a trigger based off the system created triggers ( ab_resolved ) when no agent touches the ticket?
As this trigger doe snot work at all and will not add the taganswer_bot_solvedto a ticket solved by an end-user.
Hey Orin,
I can see that you have an open ticket on this issue, which is actively being investigated by a member of our Advocacy team.
You will receive an email update on the status of the request.
Hi,
Has this issue reported above been resolved?
Do you have a trigger with the exact configuration, and it did not fire on a ticket? If yes, I suggest that you initiate aconversationwith us so we can further review the ticket events.
This article looks like it could use some attention. There are some best practice that seem to be nullified based on the addition of automatic tags as indicated here:https://support.zendesk.com/hc/en-us/articles/4408829637658-Announcing-latest-enhancements-to-Zendesk-Answer-Bot-
I'm finding the best practices suggestions foranswer_bot_solvedandanswer_bot_firedare redundant with theab_resolvedandab_suggest_*tags.
Orin/Riah Lao
After doing some work with this today I was able to successfully get a series of events to occur similar to what the article mentions but, as you noted, there does appear to be some logic errors above.
Over the course of two triggers I was able to make the Solve and Reopen logic work, with notifications to the end user as follows:
Trigger One - AnswerBot - Tagging Solved Tickets
MeetALLof the following conditions
Actions
First trigger ends
Trigger Two - AnswerBot - Tag Tickets as Reopen
MeetALLof the following conditions
Actions
Second trigger ends
--
AsDan Coopernotes above there is a bit of duplication in the automatically assigned tag forab_resolvedand the secondary taganswer_bot_solvedhowever from a reporting standpoint in the future I could see a world where, in Zendesk Explore, we want to report on all tickets marked as solved by AnswerBot, regardless of the end outcome. By leavingab_resolvedwe allow for that possibility. In my eyes this does run along side (but does not replace)answer_bot_firedstyle triggers because in this case I'm specifically trying to look at all tickets where AnswerBot marked the issue as resolved, and I could build a report out to cross reference that with tickets also taggedanswer_bot_reopenedor any other tag I wanted to reference in combination.
不过总的来说,这允许us to let a requester know that they marked their answer as solved and lets them follow up on the ticket if that is not the case or they have additional questions, then updating the tagging correctly and optionally routing it directly to a group. If you wanted these tickets to go directly to a Tier 2 group as an example because the user may already have some frustration at this process or the original solution not working you could do something along the lines of:
As our last step and have any other triggers applied to any Ticket | is | Updated workflows/notifications fire off internally as expected.
Hopefully this helps with the logic you were looking to get going.
--
Rob Larsen
Implementation Consultant
Envoy Studios
I had to update my trigger that follows up with customers who self serve. If you have the default automation that sets solved tickets to closed after 4 days, it fires the trigger that updates customers who self-serve again. So they will get that email twice, once when they self-serve and once when the ticket closes.
I would consider adding a condition that nullifies this trigger from firing more than once.
Pleasesign into leave a comment.