This article provides a comprehensive guide to troubleshooting common issues with the Email Bot, based on real-world scenarios and solutions.

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Common Issues and Solutions

1. Email Bot Not Triggering

Symptoms:

  • The Email Bot does not send any response when an email is received.
  • The bot does not suggest relevant articles even when keywords are present.

Possible Causes and Solutions:

  • Language Settings:
    • Ensure that the language of the incoming email matches one of the supported languages for the Email Bot. Supported languages include German, Dutch, Portuguese, French, Spanish, Italian, and English.
    • The contact language does not match the query language.
    • Knowledge Base is not linked to the portal
    • Action: Add a supported language under Helpdesk settings if necessary.
  • Article Visibility:
    • The Email Bot can only suggest articles that are visible to "All Users."
    • Action: Check the visibility settings of your solution articles and ensure they are set to "All Users" or "Bots."
  • IP Whitelisting:
    • If IP whitelisting is enabled in your Freshdesk account, ensure that the IP addresses from which the Email Bot operates are whitelisted.
    • Action: Whitelist the IP 3.7.39.19 for the India region or any other relevant IPs provided by Freshdesk support.
  • Race Condition:
    • A race condition in the Freshdesk instance may cause the Email Bot to not trigger intermittently.
    • Action: This is a known issue being worked on by the engineering team. Monitor updates from Freshdesk for a permanent fix.

2. Incorrect Article Suggestions

Symptoms:

  • The Email Bot suggests articles that are not relevant to the query.
  • The bot does not suggest the most appropriate article even when keywords are present.

Possible Causes and Solutions:

  • Article Visibility:
    • The bot will only suggest articles visible to "All Users."
    • Action: Ensure that the most relevant articles are set to "All Users" visibility.
  • Confidence Score:
    • The bot may not suggest articles if the confidence score is low.
    • Action: Review and update your solution articles to ensure they are comprehensive and relevant to common queries.


3. Ticket Status Not Updating

Symptoms:

  • The Email Bot suggests articles and indicates that the ticket is closed, but the ticket status remains open.

Possible Causes and Solutions:

  • Deactivated Agents:
    • If the requester's email address is associated with a deactivated agent, the ticket status may not update correctly.
    • Action: Ensure that the requester's email is not associated with a deactivated agent.
  • Automation Rules:
    • The Email Bot does not automatically close tickets. Automation rules need to be set up to close tickets after the bot suggests articles.
    • Action: Set up automation rules in Freshdesk to close tickets based on specific conditions.

4. Email Bot Triggering Unnecessarily

Symptoms:

  • The Email Bot sends responses to emails or groups that it should not respond to.
  • The bot consumes sessions even when it should not trigger.

Possible Causes and Solutions:

  • Condition Logic:
    • Using "OR" logic in conditions may cause the bot to trigger more frequently than intended.
    • Action: Change the condition logic from "OR" to "AND" to ensure the bot only triggers when all conditions are met.
  • Email Group/Email Detection:
    • The bot may not correctly detect groups or emails it should not respond to.
    • Action: Review and adjust the conditions to ensure the bot does not respond to specific groups or emails.

Proactive Issue Detection

  • When enabling the Email Bot, validate KB link visibility, language settings, reply server configuration, and published articles in the selected language.
  • Inform users about new template availability while allowing them to retain existing templates.
  • Regularly review session consumption to ensure the Email Bot is functioning as intended without exceeding limits.