Improvements to Rapid Resolve
Rapid Resolve (see here if you don't know what this is) is currently not as useful as it could be. I think that the following changes would make it a more useful tool:
- The Rapid Resolve "did this solve your query" pop-up currently shows when agents click through to Guide from a ticket. This opens up the possibility of agents accidentally solving a ticket. This behaviour should be removed.
- There is no logged event on a ticket in cases where the Rapid Resolve pop-up is used to solve a ticket. This means that you can't report on how successful it is or set any triggers/automations based on it. This behaviour should be added.
I think that Rapid Resolve has the potential to be a really useful piece of functionality, but as it stands we've had to turn it off. Proper event logging and the removal of pop-ups for agents would make it significantly more useful as a tool.
Anyone agree?
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Totally agree with all of these points.
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For the second point, we needs to be able to report on when the Rapid Resolve pop up response is negative i.e when the article did not solve the issue, alongside your suggestion on logging an event when the ticket is solved.
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I also totally agree all of this!
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First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.
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Yes, we also run into that, an it show that Enduser solve ticket with INTERNAL article, so risky.
/Tobias
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Any updates to the two points Terry noted?
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I just disabled this because an agent accidentally solved a ticket with it.
I thought it would be useful so that we could report on tickets that were marked solved using the app, but if that is not possible I'm not sure what the point of this functionality is. -
"There is no logged event on a ticket in cases where the Rapid Resolve pop-up is used to solve a ticket. This means that you can't report on how successful it is or set any triggers/automations based on it. This behaviour should be added."
This is exactly what I came here looking to discuss. We have a custom field named "Outcome" that gets populated upon each ticket getting solved. Those that are auto solved due to no response from requester are caught by an automation that populates this for any blank fields after a couple of hours.
I want to implement an automation in between these that sets "Outcome" to "Solved by Rapid Response", but as there appears to be no way to identify such a ticket, I'm stuck.
Have tried a trigger using:
"When Ticket is Updated"
AND
"Comment Text contains "found a solution in the following article and marked the ticket as Solved.""
...but Zendesk Support doesn't appear to count a ticket being closed by Rapid Response as it being "updated" as such.
If anyone has any further ideas I'd be very grateful. +1 to this suggestion, perhaps a tag being added when Rapid Response fires would be a good start.
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