Spotter Scenario: Optimize Linking Tickets With Articles

Use the "Optimize linking tickets with articles" Spotter Scenario to apply custom actions when a team member replies to a ticket without making sure it's linked to at least 1 article. Learn more about linking articles to tickets.

Note:

This Scenario triggers 3 minutes after a team member replies if the ticket is not linked to any Knowledge Base articles.
For chats, this Scenario triggers 3 minutes after a team member replies and ends the chat and session if the ticket is not linked to any Knowledge Base articles.
When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed.

Roles and permissions:

To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.

To activate this Scenario:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Optimize linking tickets with articles Scenario.

(Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
(Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s):

Language

Labels

Channel

6. Set the Then action(s) that will occur when the If condition is met:

Send notification

Send email, in-app, or Slack notifications to team members:

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification to the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Choose who you'd like to receive the notification:
    - The ticket's assigned team member or group: The team member or group assigned to the ticket.
    - The manager of the ticket's assigned team member: The manager set in the Team Member Overview of the assigned team member.
    - Team members: Select the team member(s) that will receive the notification.
    - Groups: Select the group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s), manager(s), and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s) or group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.