Disabling users from self-solving tickets with linked articles

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3 Comments

  • Kalle Windefalk

    I just tried to disable the setting but the ticket is solved anyway. 

    The only difference is that the Rapid Resolve message is posted as a public comment.

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  • Madison Davis
    Zendesk Community Team

    Hey Kalle - once you disable the setting, as your agents share new links, they will not be tokenized links and will not ask the viewer whether they want to resolve the ticket or not. However, any previously-sent tokenized links from tickets that are still open will still open the prompt to close the ticket. 

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  • Ben Fulton

    We really need two switches here—one for the user solving the problem when they follow a link to the article, and another that enables them to solve when they go to an *unlinked* article. What is happening to us is that user are *unintentionally* solving tickets when they get a confusing message while they are browsing Guide for other reasons, partly because the message they see on Guide doesn't do anything to remind them about the contents of the ticket. If the notification at least quotes the subject line of the referenced ticket, that would be a huge improvement.

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