simon

For teams that are automating public replies in some way, it would be useful to be able to placce "rapid resolve" links into content. To do this, the API for generating the "Rapid Resolve" token would need to be available, or a placeholder for that token would need to be available for use in ticket responses.

As best I can tell, the API https://cloudflare.zendesk.com/api/v2/rapid_resolve/token is not publicly documented/supported.

Our team makes heavy use of macros that link to help centre / knowledge base content. Unfortunately, the "rapid resolve" tokens don't get injected into macro links, meaning the majority of our content that we share with customers do not get the benefit of this feature, which will automatically solve the ticket if they customer clicks the "Yes, close my requests" button when reading the associated article.

So that macros can also benefit, there should either be a placeholder for this token, or all knowledge links should automatically have this injected based on an account setting.

This feature definitely has a lot of potential - updating the implementation to log a proper event (that we can trigger from or use in reporting) and ensuring Engineers / staff can't accidentally solve a ticket would be a good step forward. We're considering disabling this due to this limitation.