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Auto Append Related Articles to Ticket

  • April 8, 2022
  • 2 replies
  • 0 views
A

Hi,

How to automatically append 2-3 related articles to the ticket when auto-responding? For example, customer emails us > ticket is created > customer gets email saying ticket has been open and here are 2-3 articles they can check out while we get back to them.

Thank you,

Anthony

    2 replies

    A
    • Andrew39
    • April 12, 2022

    Best to add links to the articles in the auto-response.  I presume you would want to vary the auto-response using trigger words. 

    M
    • Marco29
    • April 12, 2022
    Hi Anthony! Good question, you may want to look into using the Answer Bot for emails. As mentioned in this article, "When enabled and configured for email notifications, Answer Bot uses its Article Recommendations feature to respond to support tickets by sending an automated email that lists potentially relevant knowledge base articles.". I think this is what you're looking for. https://support.zendesk.com/hc/en-us/articles/4408833721498-Using-Article-Recommendations-in-email-notifications
     
    Cheers! 
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