Understanding Unknown (Answer Bot) Requester Tickets
Why do I see tickets with Unknown (Answer Bot) as the requester?
Tickets with Unknown (Answer Bot) as the requester occur when an end-user's question is resolved by an article suggested by Article Recommendations from the Web Widget (Classic) before a ticket is created.
This happens because the user's information isn't captured during these interactions, as the Web Widget (Classic) doesn't require user identification before suggesting articles. For more details, you can check out the article onConfiguring Answer Bot for the Web Widget (Classic).
More related questions
What is the purpose of the Unknown (Answer Bot) system user?
The Unknown (Answer Bot) system user serves as a placeholder for anonymous requests and helps create records even if a user decides they don't need a support ticket. This system user is part of the expected behavior when using the Web Widget…
How can I prevent tickets with Unknown (Answer Bot) as the requester?
Currently, there isn't a direct workaround to prevent tickets with Unknown (Answer Bot) as the requester. This is part of the expected behavior when using the Web Widget (Classic). However, you can engage with the Zendesk community and provide…
Why are tickets created if Answer Bot resolves the issue before ticket creation?
Tickets are created even if Answer Bot resolves the issue to maintain a record of the interaction. This helps in tracking how many issues were deflected before requiring a support ticket. While some users find this creates noise in their ticketing…
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