Phillip Morris

Thanks for the reply! I had considered the same solution with triggers. My main goal is zero touches, and this would not prompt them for "Did this resolve your issue" and allow to close the ticket. But your idea to set the status as solved in the trigger may work. We will give this some thought.   

Is there a way that we can have autoreply give a specific article based on answers to questions in the form? Currently, I can only get it to search as normal. When we have a KNOWN issue and article to resolve why would I want to leave it to chance that the BOT sends the article I want?