Autoreply with specific articles based on form answers?

Hey Phillip - 

Thanks for writing in!  There are a few things to think about here.  If the user is filling out a Zendesk form, then the self-service tool is either already offering them an article suggestion or (more likely) they are not matching on any articles based on the subject of their inquiry.  The first thing I'd recommend looking into is the formatting of your articles to make sure that they are inline with the subject of your inquiries.

You could in theory use the bot to auto-suggest an answer on submission, but if you're concerned about mis-matches, you could force the issue by creating different triggered response notifications based on the form criteria.  It would look something like this.

Auto-Reply Triggers

Trigger 1: If Ticket is Created And Status Is New And Condition = A, Then Email Requester: We got your request.  Based on what you've told us, following the steps of Article A will solve your issue.  If you still have concerns, please reply back.  Status: Solved.

Trigger 2: If Ticket is Created And Status Is New And Condition = B, Then Email Requester: We got your request.  Based on what you've told us, following the steps of Article B will solve your issue.  If you still have concerns, please reply back.  Status: Solved.

Trigger 3: Trigger 1: If Ticket is Created And Status Is New And Condition = " - " (Blank), Then Email Requester: We got your request, and a representative will help you soon.  Please reply back with any additional information.  Group: Support.

Hope this helps!

Brandon

Thanks for the reply! I had considered the same solution with triggers. My main goal is zero touches, and this would not prompt them for "Did this resolve your issue" and allow to close the ticket. But your idea to set the status as solved in the trigger may work. We will give this some thought.   

Hi Philip, 

I would also suggest to use the intent (Extended AI) in order to set up triggers. In special cases it will also make sense to contact premium partners of Zendesk (ultimate.ai for example). They are offering a complete integration and you will have to figure out the automation level by your own or even with their assistance.

Regards, Stephan