Why Did Zendesk Introduce Answer Linking?
Why did Zendesk introduce answer linking?
Zendesk introduced answer linking to make bot building and maintenance easier and more flexible. This feature addresses the challenge of creating bots without duplicating steps across answers, which can be difficult to maintain when updates are needed.
Additionally, answer linking provides a way for customers to easily restart their bot flow if they take a wrong path or struggle with phrasing their issue. This change is part of Zendesk's commitment to improving automated customer support and meeting business needs.
More related questions
What is answer linking in Zendesk bots?
Answer linking is a new feature in Zendesk bots that allows you to connect one answer flow to another. This feature helps reduce duplication of steps across your bot configuration, making it easier to build and maintain bots. It also provides a…
How can I use answer linking in my Zendesk bot?
To use answer linking in your Zendesk bot, you don't need to take any specific action. The feature is available in the bot builder step menu and can be added at the end of answer branches. You can select an answer to link to from a list or link to…
Can I link multiple answers to one intent in Zendesk bots?
Yes, you can link multiple answers to one intent in Zendesk bots. You can set up a "main menu" answer flow as the starting point for bot conversations and offer a series of common topics as options, linking to separate answers for each. This setup…
What are the limitations of answer linking in Zendesk bots?
Currently, answer linking in Zendesk bots has some limitations. Variables and tags cannot be carried across linked answers, although this feature is expected in a future release. Additionally, linked answers cannot be placed in the middle of a…
How does answer linking affect bot deflection metrics in Zendesk?
Answer linking can impact bot deflection metrics in Zendesk. Currently, if a customer follows a flow that includes a linked answer, the deflection metrics are recorded for the linked answer, not the originating answer. This means that while answer…
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.
