Question
Why do my agents see a pop-up message to close a request when viewing articles from my Help Center?
Answer
The pop-up message Does this article answer your question? originates from 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 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 below.
- 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 the article: Disabling users from self-solving tickets with linked articles (Professional and Enterprise).
7 Comments
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:
This is severely disappointing.
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.
@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
Thanks for sharing your feedback post Terry!
I'll pass this along to the appropriate team for review.
Cheers :)
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.
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.
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.
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