Troubleshooting Else Branch Issues in Zendesk
Why does my conversation always go to the Else branch in Zendesk?
If your conversation always defaults to the Else branch, it might be due to incorrect condition setup. Ensure that you are using the correct tag for dropdown selections.
For example, if you're using a dropdown field, the condition should use the field's tag, not the visible value. You can find the tag in Admin > Objects & Rules > Tickets > Fields. Using the correct tag ensures that the condition is evaluated properly.
More related questions
What is the Branch by condition step in Zendesk?
The Branch by condition step allows you to direct a bot conversation based on evaluated data. This feature is part of Zendesk's AI agents and helps in creating dynamic conversation flows. When you add a Branch by condition step, you can configure…
How do I configure branches in Zendesk's Branch by condition step?
Configuring branches in the Branch by condition step involves setting up conditions that determine the conversation path. You start with two default branches: If this and Else. You can add up to four more branches, making a total of six. Each…
What are condition elements in Zendesk's Branch by condition?
Condition elements in Zendesk's Branch by condition include variables, operators, and values. These elements work together to define the conditions for each branch. Variables are data containers related to a conversation, such as a customer's…
How can I use nested conditions in Zendesk's Branch by condition?
Nested conditions allow you to build complex logic by combining multiple conditions. They are useful for scenarios requiring both AND and OR logic. You can nest conditions up to three levels deep, with each level containing up to six conditions….
Can I increase the branch limit in Zendesk's Branch by condition?
Currently, the Branch by condition step in Zendesk allows a maximum of six branches, including the Else branch. This limit cannot be increased. If you need more branches, consider using nested conditions to manage complex logic. While this might…
How do I compare two variables in Zendesk's Branch by condition?
Currently, Zendesk's Branch by condition does not support direct comparison between two variables. Conditions require a static value for comparison. To work around this, you might need to use API calls to retrieve and store data as variables, then…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
