Allow Answer Bot API to solve a ticket
Feature Request Summary:
When using the Answer Bot API, we should have the option to submit a resolution against a specific ticket. The resolve enquiry endpoint requires an auth_token. When auth_token is provided in the response for the Get article recommendations endpoint, it includes a ticket_id: null property that is visible when its decoded but we can't set this property to indicate that a ticket should be marked as solved by answer bot.
We find value in the web form channel for Answer Bot, but would like to get more granular in when we activate Answer Bot within a form (for example, only suggest answers for Normal or Low priority tickets in a specific form). We were looking to be able to generate suggestions using the Answer Bot API and have the same agent facing benefits as if the web form had been displayed and used for feedback and resolution.
Business impact of limitation or missing feature:
Our web form channel receives more engagement than our email channel for Answer Bot, we would like to be able to surface answer suggestions via this channel, but we need more flexibility to ensure we aren't getting in the way during urgent priority tickets. I used priority as an example, but this could be any custom field (we use a custom priority field as an example).
Other necessary information or resources:
#10303043 has more details on our specific use case.