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

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6 Comments

  • Terry Knox
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    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. 

    5
  • Richard Patterson
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    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. 

    3
  • Terry Knox
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    @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 - Community Manager
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    Thanks for sharing your feedback post Terry!

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

    Cheers :)

    0
  • Thomas Joussot
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    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 - Community Manager
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    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

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