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Question on every article if you have a support ticket open
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Publication le 11 sept. 2023
I have a Zendesk support request open, But now on every support article I open, even if it has nothing to do with the request, it has the question on the bottom if this answers my question and can my support ticket be closed.
You have to select the no and answer the second question each time. For every article. This is a pain and I am worried I may accidentally close my current support ticket.
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Cheeny Aban
"Does this article answer your question?" is a self-solving mechanism that falls under the Knowledge capture app. At the moment, there is no native way yet to customize or modify this but you can disable this feature as needed. You can follow the steps here: Disabling users from self-solving tickets with linked articles. When disabled, it turns off the self-solve functionality for both Answer Bot for Agents (links suggested by Answer Bot), and Rapid Resolve, (links manually selected by an agent).
I hope that helps!
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