Why can't I set my ticket to solved?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Britta,

    Do you see any error show up after trying to solve the tickets? Required tickets could also prevent a ticket from being solved or possibly a trigger that is setting the status back to open. You can check the events of the ticket as mentioned here: Viewing all events of a ticket

    I hope this helps!

  • Kathy Z

    I have the same issue

    • Assignee: is required when solving a ticket

    I am an agent with Contributor Role.

    do you have a chart that explains Roles vs Privilege?



  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    I would recommend diving into our article on Understanding Zendesk Support user roles. Not exactly a chart, but this article explains the different roles and privileges within Support.

    Best regards. 

  • Eckhard Doll

    This requirement for an assignee to be present to close a ticket is very unfortunate.
    Our use case is a rather simple one: we have a high backlog and often get the feedback that our answer wasn't necessary anymore and the case was solved.
    We would like to encourage end users in times of a high backlog to set their new tickets to "solved" should a reply not be needed anymore. With this requirement, this is not possible.

    Is there any other best practice to give the user the option to withdraw tickets? Maybe introduce a delete option for these cases?

  • Dane
    Zendesk Engineering
    Hi Eckhard,
    I understand the reason why you prefer to have this workflow. However, having an assignee to allow end-users to set tickets to Solve is an inborn system ticket rules that cannot be changed.
    As a workaround, you can utilize triggers so that you can give end users the capability to close tickets. The first trigger will be to inform them that they can solve out the tickets on their own if they type a specific phrase. For this example, I used "This is resolved". This message can be added on the default trigger "Notify requester and CCs of received request". Afterwards, you can create a secondary trigger that will fire whenever a body of an email contains that phrase. 

    You can further optimize the example above depending on your workflow. This will automatically Solve out the ticket even without an Assignee.
    Webhooks and APIs can also be utilized to have a similar functionality like the one above.

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