End-users are unable to mark tickets as solved in the Help Center Follow

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2 comments

  • Avatar
    Sean Doyle

    I agree with the Problem criteria but not the assignment. What if a customer puts a ticket in and realizes it is fixed or wants to cancel the request. Can this is modified for this condition 

  • Avatar
    Jessie Schutz

    Hey Sean!

    Zendesk is set up so that a ticket can't be marked as Solved unless it's assigned to agent. That being the case, it's not possible to modify the condition, even for the situation you describe above.

    In the event that a customer wants to cancel a support request, they would need to submit a comment on the ticket to that effect. Then your agents would need to assign the ticket to someone and solve it from there.

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