Why do agents see the pop-up box to close a ticket when viewing articles?

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7 Comments

  • Terry Knox

    This is a really weak response to the concerns being raised by people in this thread. As it stands, the Rapid Resolve functionality is severely flawed: 

    • Agents can solve tickets by clicking on the widget.
    • The ticket will then show as solved by the customer. 
    • There's no event logged on the ticket to report on to find these cases. 

    This is severely disappointing. 

    7
  • Richard Patterson

    I agree with Terry - It is a horrible response caused by poor development. We had a support ticket open for this issue that was opened November 1, 2018 - we were given the same "solution" after pressing for an update on May 2, 2019. It is inexcusable that it took 6 months to come up with this response as a "solution" to the issue. 

    4
  • Terry Knox

    @All: At the recommendation of our account manager, I've added a Guide feature request. Feel free to chip in: https://support.zendesk.com/hc/en-us/community/posts/360029781293-Improvements-to-Rapid-Resolve

    1
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing your feedback post Terry!

    I'll pass this along to the appropriate team for review.

    Cheers :)

    -1
  • Thomas Joussot

    I also agree with Terry about this odd response… Some improvement is definitely required here.

    I can also report that this pop-up message is pretty annoying on Android since this hides the bottom of the article page. You can't access the language menu for instance.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi all - 

    Please post your feedback in the feedback thread Terry posted above. 

    This article is for informational purposes, and the comments here will not be reviewed by a product manager. 

    0
  • If anyone should like to disable the buttons for agents and managers in Guide, at least this simple code at the end of the article page template does the trick. Just tried this out of curiosity, if it would be possible and seems to work. 

    Haven't done much testing, tried with just one theme. It simply disables the inputs inside defined iframe, nothing more, so it should do no harm. End users should still see buttons active. 

     

    0

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