Understanding Autoreplies in Zendesk Web Forms
How do autoreplies work in Zendesk web forms?
Autoreplies in Zendesk web forms suggest relevant articles to users. When a user submits a support request through a web form, they receive up to three suggested articles that might help them solve their issue. This happens through an automated pop-up window that appears immediately after submission.
In this pop-up, users can preview articles, view them in a new tab, or indicate if the article solved their problem. If the suggested articles don't help, users can continue with their support request. If no relevant articles are found, the pop-up won't appear. For more details, check theoriginal documentation.
More related questions
How can I activate autoreplies with articles for Zendesk web forms?
Activating autoreplies with articles for Zendesk web forms is straightforward. First, navigate to the Admin Center, click on Channels in the sidebar, and select Bots and automations. Then, click on Manage autoreplies and go to the Web form tab….
What should I do if autoreplies don't suggest any articles?
If autoreplies don't suggest any articles, it might be due to a lack of relevant content in your knowledge base. Ensure that your knowledge base is populated with articles that are relevant to the types of requests your users submit. Additionally,…
Can I test autoreplies in Zendesk web forms before going live?
Yes, you can test autoreplies in Zendesk web forms before they go live. After activating autoreplies, hover over the form name to display the Configure and test link. Click on it to open the testing modal. In the testing modal, you can enter sample…
How do users interact with suggested articles in Zendesk web forms?
Users can interact with suggested articles in several ways. When a support request is submitted, a pop-up window appears with article suggestions. Users can preview articles, view them in a new tab, or indicate if the article solved their problem….
Why can't I use autoreplies for both web forms and email in Zendesk?
In Zendesk, if a web form provides article suggestions upon submission, any trigger that includes the Autoreply with articles placeholders will not send an email with more suggestions. This is to prevent duplicate suggestions and ensure a…
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