Question
Why am I unable to set my ticket to solved?
Answer
You can't solve a ticket unless the ticket has an assignee and all mandatory fields are populated with values. Should these criteria not be fulfilled, one of the below error messages will appear.
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"Ticket field name" needed
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Assignee is required when solving a ticket
Note: The error message lengthens if more required fields are left blank.
For a similar issue, see this article: The Solved button is grayed out on my messaging ticket.
7 comments
Brett Bowser
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!
1
Kathy Z
I have the same issue
I am an agent with Contributor Role.
do you have a chart that explains Roles vs Privilege?
Thanks
0
Devan La Spisa
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.
0
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?
1
Dane
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.
1
Jasmine Gilbert
Dane Is it possible to remove the ‘Mark as solved’ option for end users in the help center? We rarely assign tickets to individual agents so this option is rarely available for our users, the result is unnecessary confusion and disappointment.
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Tony
it should be possible to remove it by editing the source code of your theme. There is a similar post that I think it might help:
https://support.zendesk.com/hc/en-us/community/posts/4409515286682-Disable-user-s-ability-to-solve-tickets
Best,
0