Way to tell if a ticket was solved through Guide content?

Is there a way to distinguish when tickets were solved through use of linking the customer articles/content that live in Zendesk Guide? I tried to find Zendesk documentation on this but couldn't find anything. I'm fairly certain that when you link to this content, the client can click the link and be taken to the content and there will be a pop up asking if it answered their question, and if they click yes it will mark the ticket as solved - when this happens is the ticket updated in a specific way so we can report on how often this is happening?

Thanks!
Jake

Madison Hoffman

January 18, 2023 23:08

Zendesk Digital Resources Team

Hi Jake! It sounds like you're referring to Rapid Resolve. If so, Eric shared a recipe for reporting on this in Explore here in the Community: https://support.zendesk.com/hc/en-us/community/posts/4408860613530-How-to-report-the-ticket-deflections-using-Rapid-Resolve-

Let me know if that doesn't help!

Jake Warren

January 19, 2023 14:10

Thanks, Madison Hoffman - I'll check it out!

Way to tell if a ticket was solved through Guide content?

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