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Knowledge in Context Panel: Add Rapid Resolve Feature



Posted Feb 13, 2024

Add Rapid Resolve Feature to Knowledge in Context Panel

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

Rapid Resolve is a feature of the Knowledge Capture app, but it is not a feature of the Knowledge section in Context Panel. See article here https://support.zendesk.com/hc/en-us/articles/4408836451610, which shows the differences. We transitioned to Agent Workspace because of the overall better experience, but the missing Rapid Resolve feature in the Knowledge in Context Panel is causing us to miss on self-solve interactions.

What problem do you see this solving?

The problem that Rapid Resolve solves is that it allows self-solve interactions after an agent manually links an article in a public reply to the customer.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

It is preventing us from saving time/efficiency on self-solve interactions with customers since transitioning to Agent Workspace. We greatly encourage agents to link articles in public replies to customers, and without the Rapid Resolve feature, it seems that linking knowledge in public replies can no longer provide a self-solve interaction.

Are you currently using a workaround to solve this problem? 

No.

What would be your ideal solution to this problem? How would it work or function? 

Add Rapid Resolve to the Knowledge in the Context Panel. Please also ensure there is adequate reporting in Explore to track these occurrences. Lastly, when Rapid Resolve occurs, there should be a tag/event in the Events of the ticket. One of the problems with Rapid Resolve is that there is no simple way of building triggers/automations when Rapid Resolve occurs to set ticket fields.


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8 comments

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Shawna James

Community Product Feedback Specialist

Hey Ryan,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Kyle Pinkley

Zendesk Luminary

We disabled the KC app sometime back to use Knowledge in the context panel exclusively. We realized after that we lost the ability for rapid resolve. We enabled the KC app again, but got an email today that the KC app will stop working August 29th. We would love to have rapid resolve in the Knowledge context panel.

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We utilize rapid resolve heavily, it'd be a huge loss of functionality for us to no longer have this after Aug 29

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I have an interest in using Rapid Resolve but understand it's getting depreciated soon from the KC App. Is Zendesk going to offer this in the Knowledge panel?

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Our support team uses the rapid resolve functionality to help track how agents deliver the article to the customer. We also use it to help understand and monitor how Answer Bot is suggesting articles. This is a much needed feature to help with our KCS maintenance.

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Tetiana Gron

Zendesk Product Manager

Hi everyone! This feature is currently not on our roadmap for 2024. I'll leave this post open to collect feedback and then we will re-evaluate our decision. Thank you for your valuable feedback! 

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Seems a shame to loose this feature.  Will customer still be able to resolve from the bots?  Don't get me wrong, Rapid Resolve needed some tagging and other things to make it easier to track or write triggers for, but it seems odd to remove a way for customers to resolve tickets?

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Absolutely a low hanging fruit for the knowledge section, especially with the Knowledge Capture deprecation.

Since this is considered for development at some stage, it's worth thinking ahead and allow these self-resolves to be trackable via an identifiable event. Keep in mind some users will want to set up a trigger to tag or isolate these individual events.

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