Assessing Performance of Zendesk Autoreplies
How can I assess the performance of autoreplies with articles?
You can assess the performance of autoreplies with articles by creating ticket views and using Explore dashboards. These tools help you monitor how customers interact with suggested articles and determine the effectiveness of the autoreplies.
Set up views to track tickets where autoreplies have been used, helped solve issues, or failed to resolve problems. The Explore dashboard provides metrics like suggestion rate, click-through rate, and resolution rate, allowing you to analyze and adjust your strategy as needed.
More related questions
What are autoreplies with articles in Zendesk?
Autoreplies with articles are automated responses that suggest help center articles to customers. These responses can be sent via email or web forms, providing up to three relevant articles to help resolve customer issues. This feature is part of…
How can I optimize my help center for autoreplies with articles?
Optimizing your help center involves refining article titles, introductions, and topics. Use language in titles that customers might use in searches, and ensure introductions contain relevant keywords within the first 75 words. Focus on creating…
How do I activate autoreplies with articles in Zendesk?
Activating autoreplies with articles depends on your Zendesk setup and integrations. You can enable this feature for email notifications, web forms, the Web Widget (Classic), the mobile Support app, and even with Slack integration. To activate,…
What are the requirements for using autoreplies with articles?
To use autoreplies with articles effectively, your help center should have at least 10 articles covering commonly-asked questions. This ensures that the autoreplies can suggest relevant content to customers. If you're on a legacy Support Suite plan…
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