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Requesters are unable to mark tickets as solved in the help center



Edited Jan 20, 2023


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7 comments

There is no code attached to this article....

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Brett Bowser

Zendesk Community Manager

Hey Graham,

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

Zendesk Community Manager

Hey Graham,

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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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

Zendesk Engineering

Hi Emil,
 
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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The Requester also needs to be a end-user for the button to show, not Light Agent or Agent. 

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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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