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.