Installing the Knowledge Capture app

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32 Comments

  • Zari Brooks
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    Hi,

    How is the option to have 'End users can solve tickets after viewing linked articles' supposed to work?

     

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  • Thomas D'Hoe
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    Hi Zari,

    Thanks for your questions.

    That functionality is called "Rapid Resolve". 

    By default, when an agent uses the Knowledge Capture app to link to an article, the ticket requester has the option to solve the ticket after viewing the linked article.

    When the user opens the linked article, they can click "Yes, close my request" if the article resolves their issue, and the ticket is solved. The user can click "No" if the article does not resolve their issue, and the ticket status is unchanged.

     

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