Understanding Autoreplies with Articles in Zendesk
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 Zendesk's AI agents and is designed to enhance customer support by offering immediate solutions.
For email requests, the autoreplies suggest articles directly in the email response. For web form submissions, the autoreplies provide links to relevant articles right after the form is submitted. This can significantly reduce the time customers spend waiting for support and improve their overall experience. To learn more, visit theoriginal guide.
More related questions
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,…
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…
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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