We are currently experiencing issues with the article recommendations window customers get after submitting a form.
The messaging is confusing for users, and they are closing tickets unknowingly without getting a resolution, and they still wait a response from us.
It would be extremely helpful being able to customize the messaging in the pop up window to make it clear they would close the request.
Another solution we were trying was to unable users from solving a ticket on their end, but for this, we would need to disable article recommendation completely, which is not ideal neither.
If anyone has experienced something similar, I would be glad to hear some suggestions.
Thanks