On Guide Professional and Enterprise, when an agent uses the Knowledge Capture app to link to an article, either an article suggested by Answer Bot or an article the agent manually selects, by default, the ticket requester has the option to solve the ticket after viewing the linked article (see more about the user experience).
You can disable this option so that users cannot solve their own tickets after viewing a linked article. Disabling this option turns off the self-solve functionality for both Answer Bot for Agents (links suggested by Answer Bot) and Rapid Resolve (links manually selected by an agent).
You must be an administrator in Zendesk Support to change app settings.
To disable users from solving tickets based on linked articles
- Click the Admin icon (
) in your sidebar, then select Apps > Manage. - Click the options menu on the Knowledge Capture app, then select Change settings.
- In the settings page, click App Configuration.
- Deselect End-users can solve tickets after viewing linked articles.
- Click Save Settings.
Users no longer have to option to solve their tickets after viewing articles linked by agents in the Knowledge Capture app. That includes both Answer Bot for Agents (links suggested by Answer Bot) and Rapid Resolve (links manually selected by an agent).
Other Knowledge Capture app settings include:
3 Comments
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.
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.
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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