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

Comments

6 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.

  • 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? 

  • Avatar
    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.

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