I would love to see or know how to create a trigger where you can add in KC event capture to the ticket, set it to pending so that if an end-user clicks that they are happy with the article and get their answer they automatically solve their own ticket.
Each ticket would have its own unique token created each time it fired so that an end-user or requester could simply read the article with the option to auto solve their own ticket. KC reporting staying intact
Upon testing it appears that you cannot, and once a ticket is solved based on the KC event that token no longer brings up the option to solve your own ticket.
You can link an article from the Knowledge Capture app when replying to an end-user - but if requesters/end users are always asking the same questions we could easily formulate an adequate response with a KC article tokenized so that they can accept the article and solve it themselves before someone gets to their ticket to ask if they need any further help. Right now you can add automated replies like in your blog here: https://www.zendesk.com/blog/setup-auto-responses-to-common-questions-with-triggers/ - but this is far too simple and very outdated. Each reply needs to feel authentic and less automated.
Yes, you can add in things like <a href="HELP CENTER ARTICLE">here</a> to replies - but it does not let the end-user choose to solve it themselves.
So would love to know or hope to see something where you can auto-reply to a ticket with KC events where an end-user can auto solve their own ticket based on the help center article linked in the reply
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