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Bot Skill: Article Lookup and Ticket Creation

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The bot has three helpful skills so you can automate 100% of your support. We call these Help: Article Lookup, Help: Ticket Creation, and Help: Article Lookup and Ticket Creation. Below, we go through each one to explain what they do, how they look within the bot builder, and the skill's technical flow. Click here to set it up now!

Within this article, we'll go over

  1. The Help: Article Lookup skill, which allows you to serve help documentation to your customers
  2. Our supported knowledge base integrations
  3. The Help: Ticket Creation skill, which empowers customers to create support tickets within a bot flow
  4. Supported integrations for Help: Ticket Creation
  5. The Help: Article Lookup and Ticket Creation combined skill
  6. How to Enable the Bot for Help
  7. Things to Note
Help: Article Lookup is available on all paid plans.
Help: Ticket Creation and Help: Article Lookup and Ticket Creation are available on our Pro plan and above.
This article is meant to be exhaustive, but don't be nervous. If you have questions, let us know!

Don't feel like reading? Check out this training that will teach you how to:

  • Connect Drift to your knowledge base and ticketing system
  • Automatically create Zendesk tickets within Playbooks
  • Implement Bot for Help to a bot flow

You can access this training through this link here. 

Help: Article Lookup

When a site visitor engages with your bot Playbook, your Bot can be enabled to automatically share articles based on what the visitor's message says.

Using an algorithm, the bot searches for articles whose title and body text match terms in the visitor's message and sends them the top results while waiting for someone from your team to help out.

Within the Visual Builder of your Bot Playbook, click Add new and select Help: Article Lookup. An Article Lookup node will be added to the bottom of your flow.
 
Click into the compose box to customize your bot's call to action!
Here's what our bot's message looks like when we type "test" into our testing environment:
 
After the bot sends the relevant articles, it asks "Did this help?" with thumbs up and thumbs down buttons. If the site visitor clicks thumbs up or types "yes," the bot will respond and then move on through your flow.
If someone clicks the thumbs down or says "no," the bot responds "Sorry about that" and then proceed through your set flow.
 
For those who are more visual, here's the full design flow! 

Article Lookup within Welcome Messages

You can also use Article Lookup within Welcome Messages! The search functionality is the same, but the flow is a bit different.

If someone clicks the thumbs down or says "no," the bot responds "Sorry about that. If you have another question, I'd love to help."

From here, customers can select "Human Please" to route the conversation to a human, or they can type another question and the bot will once again search for helpful articles based off the query.
Within the Welcome Message specifically, the bot will loop indefinitely until a customer clicks the "Human please!" button.
The copy of the Article Lookup skill within the Welcome Message Playbook is hard-coded and can not be altered.

Enabling the Article Lookup with the Welcome Message can be done here. For more information on the Welcome Message Playbook click here.

Help: Article Lookup Integrations

The Article Lookup skill works with articles hosted on Zendesk, HelpScout, Wordpress, HelpDocs, and Drift Help. You can connect one of these external document management services via our knowledge base integration here.

Don't have any articles on Drift Help yet? Click here to read more about creating your first article with Drift Help.

Help: Ticket Creation

Help: Ticket Creation enables your users to create a support ticket right within your ticketing system.

Your bot will ask visitors for their email address, if you don't have it already, then give them the opportunity to provide a brief description of their issue. They can then add additional information or even change the subject of the ticket! Once they're satisfied with the content, they receive a bot response that someone from your team will follow up by email! 

Within the Visual Builder of your Bot Playbook, adding Ticket Creation will insert a node where you can edit the bot's call to action just like Article Lookup.

Check out Ticket Creation in action! 

Here's the full flow!

For our users integrated with Zendesk, tickets will be created as internal notes so that when you respond, customers will not see the content of the ticket or the conversation that they created within your Drift account. 

Creating a Ticket as an Agent in Drift

You can also create tickets directly inside of conversations using a slash command. If you type in "/ticket" inside the conversation view the bot will automatically create a ticket within your ticketing system or send it to your support email. Anything you type after ticket will become the title of the ticket, ex. "/ticket This is the title of my ticket."

This will all appear as an internal note within the Drift conversation, and will not be visible to the user.

This is a great way to keep your sales or marketing team from having to route in a support agent or field support questions themselves!

Help: Ticket Creation Integrations

Ticket Creation works with any ticketing platform.

You can connect to Zendesk by selecting them from the dropdown in Bot settings, hitting "Connect", and then entering your organization's domain name in the knowledge base integrations page after starting the connection flow. If you have previously connected to Zendesk you may see a "Reconnect" button which will allow you to reconnect to your Zendesk account so that the bot can now create tickets in addition to looking up articles.

To connect to all other ticketing platforms we utilize email forwarding. To use email, just select it from the dropdown and provide your organization's support email. This works with Salesforce, Jira, Freshdesk, Intercom, and all known ticketing platforms. You can use an email provided by these systems or an email address from your own organization. 

Email forwarding will only work with an email account associated to your organization or with a known ticketing platform.

You can also use ticketing inside of a Welcome Message by checking the box at the bottom of these settings. The bot will then automatically ask visitors for their email information, if it doesn't have that already, and then ask if them about their issue to create a ticket. This will apply after Article Lookup in the Welcome Message if Article Lookup is turned on.

Help: Article Lookup and Ticket Creation

Help: Article Lookup and Ticket Creation is an all-in-one capability to handle 100% of support questions. It will allow you to handle both serving up your help documentation and creating support tickets directly within your Bot flow.

And....here's the design flow!

Enable the Bot to Automate Your Support

Now that we've covered what the bot can do, let's get started!

For users on the Pro plan and above, simply navigate to Settings > App Settings > Bot or click here. Scroll down to "Help - Article Lookup and Ticket Creation," then connect your knowledge base to enable Article Lookup and either connect to Zendesk or give Drift your support email to enable Ticket Creation!

For users on the Standard plan, head to Drift Help > Settings > Article Lookup or click here! 

Things to Note - Warning Messages

If you are building a ``bot Playbook, but haven't yet enabled Help: Article Lookup and Ticket Creation within your Bot settings, you'll see a warning message when you try to add them in the builder. No worries, you can just click on the warning message to go to your Bot settings and turn them on! Or, click here! 

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