Workflow: Prevent customers from solving their tickets from autoreplies

<p>When you use <a href="https://support.zendesk.com/hc/en-us/articles/4408820349850-Quickstart-guide-Autoreplies-with-articles-Legacy" target="_blank" rel="noopener noreferrer">autoreplies with articles (Legacy)</a>, customers can solve tickets from the web form or article suggestions. Use this workflow to stop end users who try to solve tickets.</p><p><img class="wysiwyg-image-resized" style="aspect-ratio: 843/472; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/9992496019354" alt="Autoreply appearance from a ticket after ticket submission" width="843" height="472"></p><p>This workflow includes these options:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HXY1BFCAPEN08R87P7ENG6TS">Option 1: Create a trigger to automatically reopen tickets</h3></div><div class="panel">
<p>Create a <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-ticket-triggers-for-automatic-ticket-updates-and-notifications#topic_qfk_s23_vsb" target="_blank" rel="noopener noreferrer">trigger</a> to reopen tickets that end users mark as solved. This trigger relies on the legacy functionality that adds the tag <code>ar_marked_helpful</code> to a ticket when a user or their autoreply marks a suggestion as helpful. This process is described in <a href="https://support.zendesk.com/hc/en-us/articles/4408894189082-Best-practices-Tracking-autoreply-usage-with-triggers-views-and-workflows-Legacy" target="_blank" rel="noopener noreferrer">Best practices: Tracking autoreply usage with triggers, views, and workflows (Legacy)</a>.</p>
<p>To create the trigger:</p>
<ol>
<li data-list-item-id="e1040ef34bd25ae1d2bd2c35a37278edf">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click the <img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png" alt="Objects and rules icon"> <strong>Objects and rules</strong> icon in the sidebar, then select <strong>Triggers</strong>
</li>
<li data-list-item-id="e08550bc972ebadf539498be88f8ee03a">Click <strong>Create trigger</strong>
</li>
<li data-list-item-id="e88dc86ef5b46da547fa4dd3989ff6e10">Name the trigger, then add a <strong>Category</strong>
</li>
<li data-list-item-id="efd5c1873efecec6d9d2b45d3f75c9016">Under <strong>Conditions</strong>, add these options:<br><strong>Ticket &gt; Status category</strong> <strong>|</strong> <strong>Changed to</strong> <strong>|</strong> <strong>Solved</strong><br><strong>Ticket details &gt; Current user</strong> <strong>|</strong> <strong>Is</strong> <strong>|</strong> <strong>(end-user)</strong><br><strong>Ticket &gt; Tags</strong> <strong>|</strong> <strong>Contains at least one of the following</strong> <strong>|</strong> <code>ar_marked_helpful</code>
</li>
<li data-list-item-id="ef36c3eba70a742de7b9fee5961a26147">Under <strong>Actions</strong>, select: <strong>Ticket &gt; Status category</strong> <strong>|</strong> <strong>Open</strong>
</li>
<li data-list-item-id="e21de63df00741ffb25118aa454dc0261">Click <strong>Create trigger</strong> <img src="https://support.zendesk.com/hc/article_attachments/10569893534746" alt="Create new trigger for a specific tag" width="1970" height="1364">
</li>
</ol>
</div><div class="accordion"><h3 id="01HXY1G18XYBGPX37812NDQPP4">Option 2: Remove article suggestions</h3></div><div class="panel">
<p>Another option is to remove article suggestions from the help center.</p>
<p>To remove article suggestions:</p>
<ol id="topic_plc_xjt_kcb__ol_oth_x4t_kcb">
<li data-list-item-id="eba1107555a580e6dc05f34f844b19692">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click the <img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" id="topic_plc_xjt_kcb__d6e820"> <strong>Channels</strong> icon in the sidebar, then select <strong>Bots and automations</strong> and <strong>Bots</strong>
</li>
<li data-list-item-id="e44172feadc819b40a738ab5d2a282c9a">Click <strong>Manage autoreplies</strong>
</li>
<li data-list-item-id="ee066226ed1569d383be74ed9b67a955e">Click the <strong>Web form</strong> tab</li>
<li data-list-item-id="e64fb5d105a77e6bfb3748380a57e2b16">Turn off <strong>Web form channel enabled</strong> <img class="wysiwyg-image-resized" style="aspect-ratio: 631/262; width: 75%;" src="https://support.zendesk.com/hc/article_attachments/9992496019866" alt="Turn off Web form channel enabled" width="631" height="262">
</li>
</ol>
<p>See <a href="https://support.zendesk.com/hc/en-us/articles/4408821295898-Viewing-and-managing-your-autoreply-settings-Legacy" target="_blank" rel="noopener noreferrer">Viewing and managing your autoreply settings (Legacy)</a>.</p>
</div>