Article Feedback

JSON Format

Article Feedback are represented as JSON objects with the following properties:

Name Type Read-only Mandatory Description
article_id number true true The Help Center article that's the subject of the feedback
interaction_access_token string true true See interaction_access_token
reason_id number true false For recording article rejections only. See Reason ids
Reason ids
Value Reason
0 unknown
1 not related
2 related but didn't answer the question

Record Article Rejection

  • POST /api/v2/answer_bot/rejection
Allowed For
  • Requests with a valid interaction_access_token
Example Body
{
  "article_id": 12345,
  "interaction_access_token": "GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s",
  "reason_id": 2
}
Using curl
curl "https://{subdomain}/api/v2/answer_bot/rejection" -X POST -H "Content-Type: application/json" \
-d '{"reason_id":"2","article_id":"12345","interaction_access_token":"GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s"}'
Example Response
Status 200 OK

Resolve Enquiry

  • POST /api/v2/answer_bot/resolution

Solves the request if the user indicates the question was answered.

You can also let an end user self-resolve an enquiry when they view a suggested article in Help Center.

First, retrieve the auth_token property returned by the initial request for the article suggestions. See Get Article Suggestions. Don't confuse the auth_token with the interaction_access_token in the same response.

Second, append the auth_token property as a URL parameter to the url (html_url) of each suggested article you present to the end user. Example:

href="https://mondocam.zendesk.com/hc/en-us/articles/43264532?auth_token="eyJ0eXAiOiJKV1QiLCJhbGciOi..."

If the end user follows the URL, they can self-resolve the enquiry in Help Center if the article answers their question.

Allowed For
  • Requests with a valid interaction_access_token
Example Body
{
  "article_id": 12345,
  "interaction_access_token": "GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s"
}
Using curl
curl "https://{subdomain}/api/v2/answer_bot/rejection" -X POST -H "Content-Type: application/json" \
-d '{"reason_id":"2","article_id":"12345","interaction_access_token":"GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s"}'
Example Response
Status 200 OK

Record Article Viewed

  • POST /api/v2/answer_bot/viewed

Records that the user viewed an article from the list of suggested articles.

Allowed For
  • Requests with a valid interaction_access_token
Example Body
{
  "article_id": 12345,
  "interaction_access_token": "GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s"
}
Using curl
curl "https://{subdomain}/api/v2/answer_bot/viewed" -X POST -H "Content-Type: application/json" \
-d '{"article_id":"12345","interaction_access_token":"GciOiJIUzI1NiJ9eyJ0eXAiOiJKV1QiLCJhb.0aWNsZXMiOlsxMDEwMiwxMDE5Ml0sInRva2VuIjpudWxsLCJleHAiOjE1MjA2NjE1MTR9eyJhY2NvdW50X2lkIjo0MiwidXNlcl9pZCI6MTAwMDIsInRpY2tldF9pZCI6NSwiYXJ.VzS91dP0cLjXw_3pZd2tcEdru8xoOXQe7ZfqzA9uL3s"}'
Example Response
Status 200 OK