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Answer bot article recommendations - disable self close by user

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marcel vuijk

已于 2024年7月21日 发布

A lot of our customers are appearantly self closing tickets, by accident. 

 

The answer bot suggests articles and the customer can directly from the e-mail click a button to close the ticket. We want to remove those buttons from the emails and also disable the self-closing / self solving of tickets entirely from articles.

 

How can we do this? 

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    Kyle Beaulieu

    Not sure if there's a way to disable this, but you could create a trigger where if the ticket tags contain “ai_agent_automated_resolution” then set the action to re-open and remove the “ai_agent_automated_resolution” tag. Maybe even add another tag like “customer_resolved” so you can track/monitor tickets where the customer closed the ticket without affecting the status. 

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