When an agent uses the Knowledge Capture app to link to an article either an article suggested by Answer Bot or an article the agent manually selects, by default, the ticket requester has the option to solve the ticket after viewing the linked article. See more about the user experience.
You can disable this option so that users cannot solve their own tickets after viewing a linked article. Disabling this option turns off the self-solve functionality for both Answer Bot for Agents (links suggested by Answer Bot), and Rapid Resolve, (links manually selected by an agent).
You must be an administrator in Zendesk Support to change app settings.
To disable users from solving tickets based on linked articles
- Click the Admin icon () in your sidebar, then select Apps > Manage.
- Click the options menu on the Knowledge Capture app, then select Change settings.
- In the settings page, click App Configuration.
- Deselect End-users can solve tickets after viewing linked articles.
- Click Save Settings.
Users no longer have to option to solve their tickets after viewing articles linked by agents in the Knowledge Capture app. That includes both Answer Bot for Agents (links suggested by Answer Bot), and Rapid Resolve, (links manually selected by an agent).