Question

Can I fill in a custom field for auto-solved tickets from suggested articles?

Answer

Yes, create a trigger to automatically tag and pre-fill a custom field in a ticket when a user indicates that an article resolved their issue:

Create a custom drop-down field with each of its values as your resolution types.

Add that newly created field to your current ticket form.

Create triggers for each of your resolution types.

In each of your triggers, set the following conditions below Meet ALL of the following conditions:

Ticket > Ticket > Ticket | Is | Updated

Ticket > Ticket > Tags | Contains at least one of the following | example_resolved_tag

Ticket > Ticket > Subject text | Contains at least one of the following words | Add specific keywords related to the resolution

Replace example_resolved_tag with the tag that indicates a resolution has been reached through the help article.

Set these Actions:

Ticket > Ticket > Add tags | example_resolution_tag

Ticket > Ticket > Your custom resolution field | Select the value of your resolution type

Replace example_resolution_tag with the tag you want to use to track the resolution.