Configuring Email Autoreplies - Frequently asked questions
Frequently asked questions
How do I configure email autoreplies to recommend articles in Zendesk?
To configure email autoreplies that recommend articles, you need to set up triggers in Zendesk. Start by navigating to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Triggers'. You can either create a…
What placeholders can I use in Zendesk email autoreplies?
Zendesk email autoreplies support several placeholders to customize the email content. The required placeholder is{{autoreply.article_list}}, which adds a list of up to three articles that match the request. Optional placeholders include…
Can I edit the 'Yes, close my request' button in Zendesk autoreplies?
Unfortunately, the 'Yes, close my request' button text in Zendesk autoreplies cannot be edited. This text is part of the{{autoreply.article_list}}placeholder, which is required for the autoreply feature to function. While you can't change the…
How do I test and configure labels for article suggestions in Zendesk?
To test and configure labels for article suggestions in Zendesk, use the 'Configure and test' feature. In the Admin Center, after setting up your trigger, click 'Configure and test' to filter help center articles based on labels. You can select a…
Can I use Zendesk Answer Bot placeholders in dynamic content?
Zendesk Answer Bot placeholders do not work with dynamic content. While you can use other Zendesk placeholders in dynamic content, Answer Bot placeholders like{{answer_bot.article_list}}and{{answer_bot.first_article_body}}are not…
How can I prevent internal articles from appearing in Zendesk Answer Bot suggestions?
To prevent internal articles from appearing in Zendesk Answer Bot suggestions, ensure they are restricted to specific user segments. Internal articles should be accessible only to the user segments they are intended for. If an end-user belongs to…
How do I convert a default trigger to an email autoreply with articles in Zendesk?
To convert a default trigger to an email autoreply with articles, you need to update the trigger settings in Zendesk. Go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Triggers'. Find the default…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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