Reporting on bot dropdown answers

Hey @brittney11 - 

What a neat idea!  Your idea of a custom dropdown is good, but unfortunately without a ticket to reference (ie transfer to an agent), you have no place to store that data.  That said, you've got a few option here.

1) Create the ticket with a specific tag (which can be applied at transfer to agent step) and have a trigger that auto solves the ticket.  You could then build a report based on the presence of that tag and the custom field.

2) If you didn't want the extra tickets, you can get part of the way there by first coding in your choices in  bot builder:

From there, you can create a custom report in the Answer Bot Flow Builder dataset.  Your metric is going to be a count of the User Input and the attribute will be User Input Type (Option Selected) > Content Text.  This will give you a total number of times over a specific period that users selected each option.

The challenge with this feature is you won't be able to capture which users selected which option.  

3) Create a 3rd party connection through a link out "button" that takes the user to a typeform / formstack type environment to fill out a survey that is customized wherein responses are stored elsewhere.  Hope this helps!

Brandon

Hi Brandon, thank you so much for the help. I was curious if you have more details for option #1? I'm relatively new to Zendesk and we just launched in January so I'm learning everything as we go. In this scenario because it creates a ticket I would be able to see the user's answers correct? Thanks again! 

Hey Brittney,

You are correct.  In the bot flow, you'd create a step to ask for the survey details (name, email, and any custom ticket fields you want to include in the survey).  Then you'd transfer to an agent and add a tag, such as in the case below:

Adding the tag allows you to create Triggers such as "If Ticket Is Created & Tag Contains X Than Mark Ticket As Solved.  You can also filter reporting in Explore based on that tag to generate a list of responses.  Happy to dive in more specifically to your use case here.  Best of luck!

Brandon

Hi Brandon, thanks so much for all your help. The additional details are super helpful, we're going to try them out this week and i'll get back to you if we have any further questions. Thanks again!