How can I fill in a custom field for auto-solved tickets from suggested articles?

Question

How do I set up a trigger to automatically tag and pre-fill a custom field in a ticket when a user indicates an article resolves their issue?

Answer

To create a trigger that automatically sets the value of a custom field or tags a ticket when an article resolves a user's issue, follow the steps below:

1. Create a custom drop-down field with each of its values as your resolution types.
2. Add that newly created field to your current ticket form.
3. Create triggers for each of your resolution types.

In each of your triggers, set the following conditions below Meet ALL of the following conditions:

• Ticket > Ticket | Is | Updated
• Ticket > Ticket | Tags | Contains at least one of the following | example_resolved_tag
• Ticket > Ticket | Subject text | Contains at least one of the following words | Add specific keywords related to the resolution

Replace example_resolved_tag with the tag that indicates a resolution has been reached through the help article.

Set these Actions:

• Ticket > Ticket | Add tags | example_resolution_tag
• Ticket > Ticket | Select your custom resolution field | Select the value of your resolution type

Replace example_resolution_tag with the tag you want to use for tracking the resolution.