Why Zendesk Creates Tickets After Answer Bot Resolution
Understand why tickets are created even after Answer Bot resolves issues and its benefits for analytics.
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 system, it provides valuable analytical data on how effectively the Answer Bot is deflecting tickets. Engaging with the Zendesk community can help discuss potential improvements.
More related questions
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…
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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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