Rapid Resolve (see here if you don't know what this is) is currently not as useful as it could be. I think that the following changes would make it a more useful tool:
- The Rapid Resolve "did this solve your query" pop-up currently shows when agents click through to Guide from a ticket. This opens up the possibility of agents accidentally solving a ticket. This behaviour should be removed.
- 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.
I think that Rapid Resolve has the potential to be a really useful piece of functionality, but as it stands we've had to turn it off. Proper event logging and the removal of pop-ups for agents would make it significantly more useful as a tool.