User Interaction with Suggested Articles in Zendesk
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.
If the article helps, users can close their request. If not, they can continue with their support request. This interaction helps users find solutions quickly and efficiently.
More related questions
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…
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…
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…
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.
