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Answerbot: Option to disable auto-solve on specific articles

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Rachel G.

Publicado 14 de out. de 2021

Sometimes our customers view a suggested article, mark it as helpful, and inadvertently close their support ticket with us even though need direct assistance from our Support Team (for example: an article about our cancellation process, address changes, etc.). I suggest creating a feature that allows us to disable the auto-solve option on specific articles.

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      Daniel Aron

      Hi Rachel G and Rina, thanks for your suggestion. I have logged this feedback for consideration.  

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      Christine

      Hi Katrina,

      Currently, there's no option to disable the solved option on article level. But you can choose to enable/disable this within the Knowledge Capture app settings to either allow/not allow users to solve tickets after viewing articles.

      See To disable users from solving tickets based on linked articles. Thanks!

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      Rina

      I have this same issue recurring. Can someone help us with a solution?

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