Disabling users from self-solving tickets with linked articles (Professional and Enterprise)

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2 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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