Jamie McLaren

"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"

AND

"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.