Article Recommendations Missing in Zendesk Emails
Why are article recommendations not appearing in Zendesk email notifications?
If article recommendations are not appearing in Zendesk email notifications, it might be because your Help Center web form is configured to dynamically display article recommendations. This setup suppresses related bot placeholders from email notification triggers to prevent users from receiving the same list of recommended articles via email after viewing them on the web form.
To resolve this, review your Help Center configuration and adjust it if you want recommendations to appear in both places.
More related questions
Why isn't Zendesk Autoreplies recommending any articles?
If Zendesk Autoreplies isn't recommending any articles, it could be due to several reasons. First, ensure that your trigger conditions are being met. Sometimes, new tickets might be created with a status of 'Open' instead of 'New', which can…
How can I ensure my Zendesk Autoreplies trigger is firing correctly?
To ensure your Zendesk Autoreplies trigger is firing correctly, double-check all the conditions set on the trigger. Sometimes, new tickets might be created with a status of 'Open' instead of 'New', which can prevent the trigger from firing. Adding…
What should I do if my Zendesk ticket is in an unsupported language?
If your Zendesk ticket is in an unsupported language, it may not return any recommended articles, or it might suggest articles in a supported language. To resolve this, check the list of supported languages and ensure your tickets are in one of…
Why are there no relevant article suggestions in Zendesk Autoreplies?
If there are no relevant article suggestions in Zendesk Autoreplies, it might be because there are no close matches to the ticket content. Ensure that you have relevant articles that match the ticket's content. Including commonly-used words in the…
How do article labels affect Zendesk Autoreplies?
Article labels in Zendesk can restrict the articles suggested by allowing access only to articles with a particular label. While this feature is useful, incorrect usage can lead to situations where no articles are found. Double-check your labels…
Why are Zendesk Autoreplies not working for follow-up tickets?
Zendesk Autoreplies are specifically disabled for follow-up tickets. This means that even if the original ticket had article suggestions, follow-up tickets will not trigger the same behavior. If you need article suggestions for follow-up tickets,…
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