Improvements to Rapid Resolve
Rapid Resolve (see here if you don't know what this is) is currently not as useful as it could be. I think that the following changes would make it a more useful tool:
- The Rapid Resolve "did this solve your query" pop-up currently shows when agents click through to Guide from a ticket. This opens up the possibility of agents accidentally solving a ticket. This behaviour should be removed.
- 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.
I think that Rapid Resolve has the potential to be a really useful piece of functionality, but as it stands we've had to turn it off. Proper event logging and the removal of pop-ups for agents would make it significantly more useful as a tool.
Thanks for the feedback here. We recognize the limitations that have been brought by this group. Over the last few years, we've made a large investment in our Agent Workspace. As part of that we've built out Knowledge in the context panel which supersedes and improves the core functionality of the Knowledge Capture application for customers using the Agent Workspace. As part of this move, all new features and functionality for integrating knowledge and the agent workspace will be made in Knowledge in the context panel.
As we looked at the roadmap for this new experience, we took your feedback here coupled with over all low usage and deflection of the Rapid Resolve feature as an indication that this wasn't suited to bring over from the Knowledge Capture app. I think there's the core of a good idea here, but clearly we missed the mark. As such we don't intend to incorporate this feature into Knowledge in the context panel at this time and we won't be making improvements to the existing Knowledge Capture app functionality.
I appreciate the feedback and we'll update this thread if we do decide to incorporate functionality like Rapid Resolve into the future roadmap.
"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"
"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.
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.
I've just now encountered this behavior in the real world. I discovered that a ticket (which was *not* ready to be solved) was inadvertently solved via Rapid Resolve when one of our agents clicked the pop-up. I only discovered it by happenstance a few weeks later while doing some auditing.
What was very confusing is:
- The rapid resolve events are attributed to the customer, not the agent
- All articles involved (both the unhelpful and helpful ones) were internal, and so I had a moment of panic when I thought that our customer was viewing internal articles
I eventually decided (after verifying article permissions) that this must have been some sort of weirdness with the token-based URLs. Today it happened to me and I found this article, describing a problem that has potentially very significant customer-facing ramifications that's now about 3 years old.
Furthermore, there's no obvious way to get rid of the pop-up if you are an agent, short of marking an article as solving the problem. This is probably why agents eventually mark something as solved, just to get rid of the pop-up.
Initially I thought/hoped I could get rid of the pop-up just by logging out and back in again, but that didn't seem to do the trick. Ultimately I was able to get rid of it by clearing site data for our apex domain (e.g. our help center is at help.DOMAIN, and I removed cookies / site data for DOMAIN, via Firefox tools). I don't know where exactly the customer-identification token is stored, but that does seem to have been necessary to clear the pop-up out.
I'm glad to have found this post so that at least I know I'm not the only one. I'm disappointed that a critical bug has existed for at least 3 years without any fix.
First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.
Yes, we also run into that, an it show that Enduser solve ticket with INTERNAL article, so risky.
We asked Zendesk this same question, set up a report on a trigger that did not work. After following up again with Zendesk, the response was:February 21, 2019 09:49Hello Crystal,
I'm very sorry if the workaround didn't work out as it seems like a trigger currently can't detect the comment added by rapid resolve.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
Totally agree with all of these points.
I also totally agree all of this!
Any updates to the two points Terry noted?
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.
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.
Upvoting both Terry's points, especially first one.
Zendesk's official stance on agents seeing Rapid Resolve's pop-up box to close a ticket when viewing articles is to either educate agents or stop using Rapid Resolve.
I believe educating agents about product's shortcomings is really not the best course of action.
Giving my vote for removing Rapid Resolve for agents - it totally doesn't make sense and it definitely increate the change to accidently close tickets.
Hi there, on point 2 original request - Zendesk definitely has this functionality now. We use Support Professional. A ticket event is logged automatically under Rapid Resolve, the Requester's name and the article link used that resolved their query. The ticket is also changed to solved status, all automatically. Happy days!
Has anyone attempted to set up a trigger when a ticket is closed by Rapid Resolve to inform the assignee the end-user has solved the ticket off the back of the article we have brought to their attention?
At the moment our agents are reporting the ticket is simply marked as solved and disappears from their Assigned to ME views, and the feedback was they would like to know when this happens, so I set up the trigger as follows:
Which is also set to email the assignee as an action, however, this trigger never fires when a customer has solved a ticket using the Rapid Response.
Any advice would be much appreciated.
Thank you for the input, I have taken your advice and added a new post.
Let's hope this speeds up the process of this one getting sorted as this function has a lot of potential for us.
Any update on this? Was anyone able to figure out how we can setup a trigger based on rapid resolve? We have required fields on solve that are being lost when rapid resolve auto solves an issue. We would like to add a trigger so that when rapid response marks something as solve, a ticket field is also updated.
This feature definitely has a lot of potential - updating the implementation to log a proper event (that we can trigger from or use in reporting) and ensuring Engineers / staff can't accidentally solve a ticket would be a good step forward. We're considering disabling this due to this limitation.
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 would be great for reporting and views
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