To suppress Customer Satisfaction surveys for Answer Bot tickets, modify the automation that sends these surveys. In the Admin section, go to Business Rules > Automations and open the automation for sending satisfaction surveys. Add a condition to exclude tickets with theanswer_bot_solved
tag. This prevents surveys from being sent for tickets resolved by Answer Bot, which is typically intended for human-agent interactions.
Zendesk Answer Bot uses several automatic tags to help manage and track ticket resolutions. These tags includeab_suggest_false
,ab_suggest_true
,ab_marked_unhelpful
, andab_resolved
. Each tag is added under specific conditions:…
Setting up basic tagging for Zendesk Answer Bot involves creating triggers that add specific tags to tickets. Start by navigating to the Admin section, then select Business Rules > Triggers. For each trigger in the Answer Bot section, edit it to…
To create a view for solved tickets in Zendesk, you need to set up a view that filters tickets based on specific conditions. Go to the Admin section, select Manage > Views, and create a new view named 'Answer Bot Solved Tickets'. Set the conditions…
To remove tags from reopened Answer Bot tickets, you need to create a trigger that modifies the tags when a ticket is reopened. In the Admin section, go to Business Rules > Triggers and create a new trigger called 'Answer Bot: Tag as Reopened'. Set…
Following up with customers who self-solve using Zendesk Answer Bot involves setting up a trigger to send a follow-up email. In the Admin section, navigate to Business Rules > Triggers and either create a new trigger or edit an existing one. Add an…
Creating a follow-up ticket trigger in Zendesk involves setting up a trigger to handle closed tickets. Go to the Admin section, select Business Rules > Triggers, and create a new trigger named 'Answer Bot: Follow_up'. Set conditions to detect when…