Does the Guide Events app happen to capture events where the end user solves a ticket via Answer Bot or Rapid Resolve?
It would be interesting to see if a customer were to continue searching and self resolve after submitting their ticket through one of these channels - and if the event make the owner of a rapid resolve event more explicit it could potentially solve for the scenario where an agent might accidentally solve a request on behalf of a requester as described here: https://support.zendesk.com/hc/en-us/articles/360021973654-Why-do-agents-see-the-pop-up-box-to-close-a-ticket-when-viewing-articles-