We have customers who when submitting tickets and getting article suggestions from Answer Bot, accidentally click that the article solved their issue. They then receive the CSAT email to leave feedback and are scoring negatively.
We implemented a trigger that looks if the Assignee is -, Status changed to Open, Tags contain none of the following - ab_resolved_notified, Tags contain at least one of the following ab_resolved. It then to E-Mail's the customer and lets them know that they've self-solved but if it was a mistake to reopen the ticket. The trigger finally adds a tag ab_resolved_notified.
We also modified our CSAT feedback trigger to not action if the tag ab_resolved_notified is present.
We would like to have a way to mention in the E-Mail for the trigger mentioned above, which article link was used to solve the ticket. I confirmed with ZD support (ticket #12031661) that this currently isn't possible.
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