Requesters are unable to mark tickets as solved in the Help Center

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22 Comments

  • Sean Doyle
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    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 

    1
  • Jessie Schutz
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    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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  • Nilo
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    Hi Team, 

     

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

     

    Thanks, 

    Ranilo

     

     

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  • Jessie Schutz
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    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
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    The code above only added an extra attachment field.

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  • Jessie Schutz
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    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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  • Michael Potts
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    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

    2
  • Jessie Schutz
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    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?

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  • Joerg Klaas
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    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...

    4
  • jmitchell
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    I must say, I agree fully with Joerg.

    I've no way of rationalising the exclusion of the "problem" type with our customers. Partially because I'm not sure of the rationale for this myself. Could you please explain why you engineered the option this way?

    Thanks

    Jason

    2
  • Steven Bridle
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    This code appears to no longer function. 

     

    We receive the following error message: 

    "Upload does not exist" 

     

    Any thoughts? 

     

     

    1
  • Nicole - Community Manager
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    Hey Steven - 

    I've asked some folks to take a look at the code and let us know what's up. Standby. 

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  • Saajan Shah
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    Hey Steven,

    I have created a ticket on the issue, so we can look into this further, for your account specifically.

    Regards,

    Saajan.

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  • Chris Avila
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    I just tried the code and having the same issue as Steven. I'm not sure what's going on here.

     

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  • Catherine Michalak
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    Hello,

    Is there a reason for this change? What problem is this answering? I'm struggling to clarify the reasoning for this change to our end-users.

    They want to be able to do so and frankly speaking this is quite useful as we don't want our agents spending time on closing tickets or answering queries that are no longer valid.

    Thanks

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  • Nicole - Community Manager
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    Hi Catherine - 

    What change are you referring to? The above troubleshoots what to do if the requesters are having trouble marking as solved. 

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  • Catherine Michalak
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    Hi Nicole,

    I was under the impression that all requesters could mark their tickets as solved and that not being able to do so unless certain conditions were fulfilled is a new thing.

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  • Nicole - Community Manager
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    Hi Catherine - I answered you on the other thread as well, but for anyone else following, these are not new conditions. 

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  • Alexia Wolfhagen
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    ehm... what? Why remove the option for customers to mark their request as solved if it's a problem? This is not logic!?

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  • Jessie Schutz
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    Hi Alexia!

    Problem tickets are meant to be used in tandem with Incident tickets to track and resolve issues being experienced by many users, or other similar use cases. If a Problem ticket has many Incidents associated with it, and a customer were to solve that Problem ticket, it would solve all the Incidents as well, and whatever comment the customer left on the ticket would be added to all the Incident tickets as well. This would create a huge problem for teams that are using Problem tickets to track problems that impact many customers.

    One way that you can work around this would be to create a brand new Problem ticket with yourself (or any other agent) as the requester. Then you can add the customer's ticket as an Incident, and the customer would be able to Solve that ticket whenever they'd like.

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  • Alexia Wolfhagen
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    I can't help but wonder why you have created a ticket system that suits your need rather than the customers. 

    Why are you the ones that decide how the system is used, instead of letting your customers use it to fit their need?

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  • Jessie Schutz
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    Hey Alexia!

    I know it's frustrating when things don't work the way you expect, and I'm sorry that you're running into difficulties. We build functionality into Zendesk to address our customers' most common use cases; as much as we might want to, it's just not possible to build for every edge case out there. The Problem/Incident relationship works the way it does because this is how the majority of customers use this type functionality.

    The bright side of this particular situation is that you can circumvent the issue with a small workflow change, as I mentioned in my previous comment. I hope that you're able to make it work for you!

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