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).
3 Comments
We really need two switches here—one for the user solving the problem when they follow a link to the article, and another that enables them to solve when they go to an *unlinked* article. What is happening to us is that user are *unintentionally* solving tickets when they get a confusing message while they are browsing Guide for other reasons, partly because the message they see on Guide doesn't do anything to remind them about the contents of the ticket. If the notification at least quotes the subject line of the referenced ticket, that would be a huge improvement.
We've just moved to Agent workspace, and have disabled the Knowledge Capture App because it was causing issues now that Knowledge capture is part of the Context Panel. How to we enable/disable Rapid Resolve with Agent workspace?
The Knowledge in the Agent Workspace Context Panel is only for searching and linking. If your customers can still self solve even without the Knowledge Capture App, it's possible that you have Article recommendations enabled.
If in case, you've encountered an unexpected behavior, don't hesitate to contact our Support directly and we'll be glad to help.
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