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Answer Suggestions from your knowledge base.

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The Zendesk Support Answer Suggestion app analyzes your ticket subject and looks through your Help Center content to suggest relevant articles and surface them right next to the ticket. Your agents won't get caught not knowing an answer to a customer's question if the answer is in your Help Center.

Your agents can click any of the suggested articles to view them. A quick drag-and-drop enables them to add the article to their ticket response. With the Answer Suggestion app, your agents can answer customer questions faster and more accurately.

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By enabling this app, You agree to the Built by Zendesk Terms of Use.

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App Details

User reviews
Anonymous
1 month ago
Good
Anonymous
5 months ago
When evaluating the functionality of Zendesk, this app fit one of our key requirements. However, now that we've been using it, I'm very disappointed. It seems it almost never finds matches from our knowledgebase. The app only evaluates the subject line of the ticket, and because we're primarily using Zendesk for chat most of our subject lines are "Missed chat with John Smith" or "Offline Message from Jane Doe". Is there a way to fix this, and get real matches from our knowledgebase?
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