Why do my agents see the a pop-up message to close a request/ticket when viewing articles from my Help Center? See example below:
The pop-up message Does this article answer your question? is originated by the Rapid Resolve feature included as part of the Knowledge Capture app.
When agents use the app to link any articles in their tickets, the URL of the linked article includes a unique embedded token directly associated with that specific ticket.
Although the Rapid Resolve feature is intended for requesters to self-solve requests, agents may also be presented with the solve widget when they click the URL/link that was inserted through the Knowledge Capture app.
If you notice that agents are incorrectly solving tickets using the Rapid Resolve feature, we recommend the following:
- Educate agents about the intended functionality and purpose of the Rapid Resolve feature to ensure that agents don't click linked articles or click the Yes, close my request message in the solve widget.
- Disable the Rapid Resolve feature. For more instructions on this, see Disabling users from self-solving tickets with linked articles (Professional and Enterprise).