SamsaraHelp Auto Answers: Creating a new answer

Auto answers in the new SamsaraHelp are configured via triggers in the People Ops Zendesk. Here's a guide on creating new answers.

1. Navigate to the Admin Center in the top right corner of Zendesk

2. On the left, under "Objects and rules" and under "Business rules", click on "Triggers".

3. Open the Auto Answers: Answers category and clone the "Auto Answer: Template".

4. Update the Trigger name to something sensical, and add a Description if desired. Leave the category as is.

5. The conditions is where you determine when the auto answer is triggered. Some of these conditions are required and must be left in place, as detailed below.

The following conditions are required and must be left in place.

• "Use Help_Handler" being "Present" means that only tickets with this value set will be triggered. This limits the auto answers to only tickets coming from the new SamsaraHelp.
• "Status" being "New" means that the auto answer will only apply to tickets that haven't had a reply yet. This Zendesk Trigger also changes the status to "Open" when it sends a response, which means that only one answer will ever be provided.
• "Group" being "Auto Answers" also ensures the auto answers are only sent to tickets coming from Slack.
• "Auto Answer Sent" is "Unchecked" because we'll check it when an answer is sent; this prevents a user from accidentally getting spammed with answers. 

Past that, you can match for text in the Subject just like you would have in Halp. The "Subject text" condition above is looking for the whole string "required string example". You can also match for multiple conditions, as shown in this separate example.

Here you can see we're requiring the word "commuter", and then any of the following:

• At least one of these words
  • parking
  • commute
  • commuter
  • uber
  • lyft
  • twic
  • transit
  • question
  • ubers
• OR this string
  • public transportation
• OR this string
  • commuter transit
• OR this string
  • commuter benefits

Let's return to the steps and finish with the actions on our new Zendesk trigger.

6. Finally, we configure the actions.

First, you'll see check "Auto Answer Sent". This ensures no other answers are delivered to this ticket. 

Then you'll see we "Notify active webhook". This is how we are able to have a bot post a comment on the ticket with our answer.

The only thing you need to worry about changing is the text within line 4, after the "message" section and within those quotation marks. There's three things to note when you're making changes:

• If you're including quotation marks ("") within your message, you need to put a backslash ( \ ) before each one of them. For example, the example in the screenshot below will show up in Slack as (The word "message" will have quotes around it!).

• If you want to have a gap between paragraphs in your auto answer, you'll need to put ( \n ) in place of hitting enter.
• Lastly, you'll want to leave the text at the end saying "If this answer was not helpful, please respond "I still need help" for additional assistance.". That's what let's the user say "hey I still need help" and moves the ticket to the Tier 1 support view.
  • It's important that this matches exactly, as we look for this string to enable a few 

7. Click save and you're done! Test out your answer in Slack and confirm it appears as you desired.