Is there a way for a customer to solve their own ticket?

10 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Kathryn!

    You can set up this type of auto-response using your Triggers! As for clicking a button, they won't be able to do this from the email notification, but users do have the option to mark a ticket as Solved from the "My Activities" section of your Help Center:

    So you might consider including instructions to log into the Help Center and access the ticket if they've been able to resolve the issue themselves. You can even add a link to the ticket so they can go directly to it; just add {{ticket.link}} to the email notification in your trigger.

    You could also set up an automation so that if a ticket hasn't been address for X amount of time, the notification is set automatically.

    Hopefully that will work for you! Please let me know if you have any other questions!

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  • Simon

    @Jessie - I've been investigating this for my web portal too; we have customers who want to be able to mark their own tickets as solved, but the checkbox you refer to above is only available in certain circumstances:

    • the ticket has an assignee
    • the ticket is a Question or Task

    Is there any way to get this opened up so a customer can solve any ticket, regardless of how it's been logged, or who owns it?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Simon!

    You see these restrictions because of functionality that is built into Zendesk. No one is able to manually solve a ticket without an assignee regardless of their role in Zendesk, to avoid orphaned tickets slipping through the cracks.

    For ticket type, Incidents and Problems are generally used when there is an issue impacting many customers; if you turned a request from a customer into a Problem and then allowed them to solve it, their comment would go out on every Incident ticket that was associated with that Problem and set all of those Incidents to solved. If their ticket was marked as an Incident and they were allowed to Solve it on their own, they would never get an update when the Problem ticket was finally resolved.

    I did some poking around in our [Product Feedback Forum](https://support.zendesk.com/hc/communities/public/topics/200132066-Community-Zendesk-product-feedback) and I did find one topic that talks about this. It's not a super-active thread, but I'd recommend that you add your vote and use case to the comments. This is helpful for our Product Managers, who use this info to better understand how our customers are using Zendesk. You can find that post here: Should be possible to solve a ticket with a group assignee.

    Please let me know if you have any other questions!

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  • Sheldon Dickinson

    Hi There, 

     

    With the introduction of Answerbot, which encourages self-serve, it would be great to see the ability to add in a 'Solve my ticket' button to responses.

    For example, when a pending reminder is sent to a requester, it would be great if we could say "If you no longer need support, you can close off this support ticket here", then they could just click a link in the email, which will mark their request as solved (Answebot shows that this can be done).

    2
  • Nicole S.
    Zendesk Community Team

    Hey Sheldon - 

    Thanks for the feedback. I encourage you to post it in the Product Feedback topic, so that the Product Managers will see it. 

    0
  • Jake G

    I agree with Sheldon!

    1
  • Sebastian

    Another topic that is clearly needed but not supported by zendesk. Instead I noticed the answerbot allows solving, and the big majority of the "solved" tickets we would pay for are just tickets "answered" with unrelated topics or users create a new ticket because they provided the wrong data. No solution happened at all. But we would pay for this.
    Nicely played zendesk.

    0
  • Ian harris

    Why has Zendesk not allowed customers click a "Click me to close ticket" into the email body, customers dont want to go through the hassle of creating a zendesk account just to close a ticket 

    1
  • Nicole S.
    Zendesk Community Team

    Hi Ian,

    I can't speak to why we haven't done that other than to say that we haven't seen very many users request that functionality.

    You're welcome to post about it in the Support Product Feedback topic to see if this is something a lot of other users have a similar need (or possibly other solutions) for.

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  • Tony Jansson

    Hi,

    Could this idea be a workaround:

    Example:

    Condition: "comment text" "contains the following string" example: "Close_My_Ticket" 

    Action: "Status" -> Solved

    -

    And add a text at the end of your autoresponders/macros such as "If the issue is resolved, just respond with Close_My_Ticket"


    0

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