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

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9 comments

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    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.

  • Avatar
    Nilo

    Hi Team, 

     

    Can we have the updated html code as its not working as expected after adding it to aforementioned location. 

     

    Thanks, 

    Ranilo

     

     

  • Avatar
    Jessie Schutz

    Hi Nilo!

    This code should be up to date. Can you give me more details on what's happening when you try to use it? 

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    Mallory Welch

    The code above only added an extra attachment field.

  • Avatar
    Jessie Schutz

    Hi Mallory!

    I have to ask, just to be sure - are you absolutely sure that the criteria met? The ticket type is Question, Task, or Incident, and the ticket is assigned?

    In the screenshot I can see the assignee, so that's probably fine. I see a Web Job Type set as Question, but I can't tell from here whether that's a custom field, or if you used custom code to to change the name of that field.

    If it's the former, you'll need to make sure that the system ticket type field is set appropriately as well.

    If it's the latter, I suppose it's possible that the change is preventing the "Solve" option from showing. I'm not super skilled with coding, so this is a sort-of-educated guess.

    If you wanted to post some screenshots of the relevant bits of code, that might help us parse out what's going wrong. We have a couple Moderators who are great at this.

  • Avatar
    Michael Potts

    How can we change the criteria so that Problem is able to be marked as solved.  Our Customer tickets are always assigned to an agent or the admin on the ZD account.  50% of our tickets are Problem classified and we have Customers who would like to mark them solved, it really doesn't make sense.

    Please provide a way to allow this to work.

    Thanks so much.

    - Michael

  • Avatar
    Jessie Schutz

    Hey Michael!

    To the best of my knowledge it's not possible to do this, even with custom code, but I'll check to see if I can find out some kind of workaround for you.

    Can you give some additional information about why you're marking these tickets as Problems?

  • Avatar
    Joerg Klaas

    This behaviour seems to be really a like a piece of strange functionality definition.

    Why should a customer not be able to close/solve it's own service request, if he wants to do so?Regardless of what type, status, assigned or not....

    This doesn't sound "End-User" friendly and additionally it increases unneccessary agent overhead without any advantages...

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