Quickstart guide: Autoreplies with articles (Legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">This quickstart guide is designed to help you get an autoreplies with articles configuration up and running with your existing help center content.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="p" id="topic_avj_nhk_v3b__note_owy_qnb_hbc">
<div class="note attention" id="topic_avj_nhk_v3b__note_jmy_dtl_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
</div>
</div>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> For customers on legacy plans or with standalone Zendesk Support + Guide,
autoreplies might be called article recommendations.
</div>
</div>
<p class="p">This quickstart guide is designed to help you get an autoreplies with articles configuration up
and running with your existing help center content.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span>
Customers on legacy Support Suite plans or with standalone Zendesk Support + Guide
plans need to sign up for the Answer Bot 30-day trial to use Article
Recommendations.
</div>
</div>
<p class="p">To get the most out of autoreplies with articles, your help center should have at least
10 articles that cover commonly-asked questions.</p>
<p class="p">This article contains the following steps:</p>
<div class="p">
<ul class="ul" id="topic_avj_nhk_v3b__ul_mhk_mjl_4yb">
<li class="li"><a class="xref" href="#topic_xpt_kbc_5jb">Step 1: Evaluate your current help center content</a></li>
<li class="li"><a class="xref" href="#topic_isd_xfz_cjb">Step 2: Activate autoreplies with articles</a></li>
<li class="li"><a class="xref" href="#topic_e4v_xfz_cjb">Step 3: Assess performance</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xpt_kbc_5jb">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Evaluate your current help center content</h2>
<div class="body">
<p class="p">Take a look at the content offered in your help center. You can optimize your help
center content for autoreplies with articles with some small changes.</p>
<p class="p">In particular, look at the following article elements:</p>
<div class="p">
<ul class="ul" id="topic_xpt_kbc_5jb__ul_ecn_bgz_cjb">
<li class="li">
<strong class="ph b">Titles:</strong>
Try to title your articles using language and
phrasing your customer might use in a search, or in a ticket description.
Simple questions ("How do I reset my password?") or phrases ("Resetting a
password") are a good approach.</li>
<li class="li">
<strong class="ph b">Topics:</strong> Create bite-sized articles that address single,
narrowly-focused topics, rather than long articles with multiple separate,
if related, sections. For example, instead of writing one article including
all profile-related settings, break that information up into separate
articles for each setting. You can connect these smaller articles together
using a related articles list, or collect them in a resource article
containing links to all profile-related articles.</li>
</ul>
</div>
<p class="p">Keep in mind that these are just suggestions for building a help center that will
work with autoreplies with articles. You can apply any, all, or none of them to your
help center content at any time during the trial.</p>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_xpt_kbc_5jb__ul_ybj_mgz_cjb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Creating and editing articles in the
knowledge base</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845739162" target="_blank">Optimizing your help center for AI agents and
autoreplies with articles</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_isd_xfz_cjb">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Activate autoreplies with articles</h2>
<div class="body">
<p class="p">Next, you can activate autoreplies with articles. Where you add it depends
entirely on your Zendesk products and integrations, and where you think it will best
fit into your setup. You can use it to offer autoreplies with articles through email
notifications or web forms, in the Web Widget (Classic) or the mobile Support app,
and in conjunction with the Slack integration with Zendesk.</p>
<p class="p"><strong class="ph b">Related articles:</strong></p>
<ul class="ul" id="topic_isd_xfz_cjb__ul_zsy_kgz_cjb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833721498#topic_llx_14k_jhb" target="_blank">Using autoreplies to recommend articles in email
notifications</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820951450#topic_plc_xjt_kcb" target="_blank">Using autoreplies to recommend articles in web
forms</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821281818" target="_blank">Understanding everywhere you can use AI agents</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_e4v_xfz_cjb">
<h2 class="title topictitle2" id="ariaid-title4">Step 3: Assess performance</h2>
<div class="body">
<p class="p">With a few simple configurations, you can evaluate how autoreplies with
articles impact your customer interactions. Creating ticket views, as well as using
your Explore dashboards, can help you decide if it is the right tool for you.</p>
<div class="section" id="topic_e4v_xfz_cjb__section_ff1_13g_mjb">
<h3 class="title sectiontitle">Creating views for autoreply tickets</h3>
<p class="p">You can create views for tickets affected by autoreplies, to easily see
how your end users are interacting with the suggested articles, and to assess
whether it is working for you.</p>
<p class="p">You’ll want to use triggers and tags to identify impacted tickets and
sort them into autoreply-only views. Your basic autoreply views can include (but
are not limited to):</p>
<ul class="ul" id="topic_e4v_xfz_cjb__ul_gf1_13g_mjb">
<li class="li">Tickets autoreplies with articles have fired on</li>
<li class="li">Tickets autoreplies with articles have helped customers
self-solve</li>
<li class="li">Tickets autoreplies with articles have fired on but not solved</li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="topic_e4v_xfz_cjb__ul_hf1_13g_mjb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894189082" target="_blank">Best practices: Setting up triggers,
views, and workflows</a></li>
</ul>
</div>
<div class="section" id="topic_e4v_xfz_cjb__section_if1_13g_mjb">
<h3 class="title sectiontitle">Analyzing autoreply activity</h3>
<p class="p">Autoreplies with articles have a dedicated dashboard in Explore that
monitors metrics for your autoreplies with article recommendations and bot
builder activity.</p>
<div class="p">
<ul class="ul" id="topic_e4v_xfz_cjb__ul_wc5_5lq_rrb">
<li class="li">Autoreplies for article recommendations, including suggestion rate,
click-through rate, resolution rate, and rejection rate.</li>
<li class="li">Bot builder activity for messaging, including metrics for total users,
engaged with bot, and transferred to agent.</li>
</ul>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span>
The Explore dashboard uses legacy names for autoreplies and bot builder
and will be updated in the future.
</div>
</div>
<p class="p">Usage data is gathered immediately upon implementation. You can begin
monitoring performance through your Explore dashboard right away, or wait until
more information is available. Commonly, users check data after 24 hours, 48
hours, one week, and three weeks to see how performance performance changes over
time.</p>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_e4v_xfz_cjb__ul_jf1_13g_mjb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838386842" target="_blank">Overview of the Zendesk Answer Bot dashboard for
autoreplies and bot builder</a></li>
</ul>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408820349850",
"url": "https://support.zendesk.com/hc/en-us/articles/4408820349850",
"headline": "Quickstart guide: Autoreplies with articles (Legacy)",
"description": "You can configure and assess an autoreplies with articles feature using your existing help center content to provide article recommendations and monitor their impact on customer interactions.",
"articleSection": "Using autoreplies with articles (Legacy)",
"datePublished": "2021-10-16T03:29:34+00:00",
"dateModified": "2026-05-12T16:35:02.177705+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408820349850"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>