Improvements to Rapid Resolve

9 Comments

  • Ben Bullock
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    For the second point, we needs to be able to report on when the Rapid Resolve pop up response is negative i.e when the article did not solve the issue, alongside your suggestion on logging an event when the ticket is solved.

    4
  • Jamie McLaren
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    "There is no logged event on a ticket in cases where the Rapid Resolve pop-up is used to solve a ticket. This means that you can't report on how successful it is or set any triggers/automations based on it. This behaviour should be added."

    This is exactly what I came here looking to discuss.  We have a custom field named "Outcome" that gets populated upon each ticket getting solved.  Those that are auto solved due to no response from requester are caught by an automation that populates this for any blank fields after a couple of hours.

    I want to implement an automation in between these that sets "Outcome" to "Solved by Rapid Response", but as there appears to be no way to identify such a ticket, I'm stuck.

    Have tried a trigger using:

    "When Ticket is Updated"

    AND

    "Comment Text contains "found a solution in the following article and marked the ticket as Solved.""

    ...but Zendesk Support doesn't appear to count a ticket being closed by Rapid Response as it being "updated" as such.

    If anyone has any further ideas I'd be very grateful.  +1 to this suggestion, perhaps a tag being added when Rapid Response fires would be a good start.

    3
  • Pete Holborow
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    Totally agree with all of these points.

    2
  • Thomas Joussot
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    I also totally agree all of this!

    1
  • Anton Maslov
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    First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.

    1
  • Tobias Hermanns
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    Yes, we also run into that, an it show that Enduser solve ticket with INTERNAL article, so risky.

     

    /Tobias

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  • Crystal Little
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    Any updates to the two points Terry noted? 

    1
  • Chandra
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    I just disabled this because an agent accidentally solved a ticket with it.

    I thought it would be useful so that we could report on tickets that were marked solved using the app, but if that is not possible I'm not sure what the point of this functionality is.  

    0
  • Dan Cooper
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    I've been running into more scenarios where token based links give credit to the requester for the actions of someone else (see satisfaction survey responses completed by automatic link openers).  I would like to see improvements to these sorts of implementations within Zendesk to include at a minimum better methods to track when these occurrences are happening. 

    We recently started seeing Rapid Resolve pop up and didn't realize an agent had clicked a link to solve a ticket.  It was extremely confusing with the current docs to understand how Rapid Resolve works by default and that an agent clicking a link was going to give credit to the requester of the ticket. 

    I'd love to see some documents get updated around this (the link in the original post here is no longer around and it's the introduction to Rapid Resolve) and I'd be curious to know if Sunshine features like Guide Events and the EAP app to display them might open up some channels to provide more visibility here in the short term. 

    I'll also expand on a use case where I think agents should see pop ups - internal help centers may have agents that need to submit tickets and they may be searching the knowledge base to work with other teams.  If an agent in this scenario has to tiptoe around the knowledge base or be cautious of every link they see, it's going to diminish the value of this feature for those use cases. 

    It looks like it's been a while since there's been an update here, but I've added another vote in the hopes that something is coming in this space. 

    0

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