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

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35 Comments

  • Asaf Max

    Root cause for my issue is that the end user trying to close the ticket was not the requestor. See this article: Mark organization requests as solved provided by ZD support.


    As mentioned there:

    No, users may have permission to view and update requests in their organization, however the Mark as Solved & Submit option is available only for the requester.


    This means that the button to Mark a ticket as solved is only available to the main requester. Which in my opinion makes sense and should be added to the article provided by the community managers.

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

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  • Jonathan Walder

    I still can't figure this out. Before adding the code in the original post, the add new comment AND mark as solved buttons are grayed out for our end users. I added the code and at least they can add comments now and attach files, but the mark as solved still won't work. The test tickets I created are all assigned to agents and type's are marked as task and nothing. What am I missing here?

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  • Asaf Max

    Jonathan Walder

     

    See my comment above. It is likely that you are not the requester on the ticket.

    Under the ticket title you will see the date the ticket was opened, the requester account and email (if you opened it on behalf of the user you will also see via and your email address as the ZD agent).

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  • Jonathan Walder

    Thanks Asaf Max but this is not the case. I created an End User account with my Gmail and and trying to mark a ticket as solved that I created specifically with that account.

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  • Asaf Max

    Jonathan Walder

     I would suggest going the same route I did and emailing ZD support directly. support@zendesk.com

    Just a suggestion, do with it as you will.

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