Issue symptoms
The option Mark as solved is no longer available for end users requesting tickets in the Help Center.
Resolution steps
The option for end users to mark their tickets as solved under My Activities is only available under the below conditions:
- Ticket type cannot be a problem, it must be a question, task, or incident.
- The ticket must be assigned to an agent.
If the ticket in question meets the above conditions, then it is possible that the code for this feature may have been removed as part of some custom coding.
To re-add the code
- Customize your help center theme.
- Access the Request page (request_page.hbs) template.
- Re-add the default code you can find attached to this article.
7 comments
Graham Ferguson
There is no code attached to this article....
0
Brett Bowser
Thanks for pointing this out! I reached out to the appropriate team so they can take a look and get this article updated. I'll let you know once I found out more :)
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Brett Bowser
I've been informed that the code has now been attached to this article.
Thanks again for bringing this to our attention!
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Emil Susort
Is there a way to add other conditions for end users to be able to mark as solved?
We have an issue where end users are closing our changes that are not completed internally.
Change is not part of the default type field. It would be nice to add a condition for a custom ticket field option or ticket form.
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Paolo
Unfortunately, this is not on the roadmap at the moment. However, this would be a great product feedback. I encourage you to create a post your feedback/request in the General Product Feedback topic to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.
Best,
Paolo | Technical Support Engineer | Zendesk
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Izabella Hammar
The Requester also needs to be a end-user for the button to show, not Light Agent or Agent.
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Carsten van Willigen
We currently have the option for requesters to mark tickets as solved.
I'd like to know if it's also possible for people that are CC'd in tickets and member of the same organization as the requester, to mark a ticket as solved.
I've been trying to find this through google and Zendesk helpcenter but can't find anything related to this.
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