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Option to mark organization requests as solved
Not Planned
Posted Jun 05, 2021
Request functionality to enable option for an end user to change a ticket to Mark as Solved & Submit for requests in their organization, of which they are not the requester
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13 comments
Official
James Hanley
Hey folks, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request.
I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes, I've also added it to our backlog tool to ensure it continue to be evaluated with respect to other feature requests. Any additional detail you can provide about the nature of your customers to explain why this feature would be valuable, would be very helpful in prioritising this request.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
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Nicole Saunders
Hi Sudheer -
Can you tell us more about the business case for why this is needed and how significant of an impact this would be for your organization?
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Sudheer Gobburu
Hi Nicole,
We have a request from couple of customers where the tickets need to be closed by a particular user in that respective organization. This is a requirement from our customers which we are trying to meet if feasible.
Thanks,
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Nicole Saunders
Thanks for the additional context, Sudheer.
If other users have similar need, please up vote Sudheer's original post and add your own use-case in the comments below.
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Sudheer Gobburu
Nicole - I see that there are no up votes yet on this request. Can you please let us know if the request would be taken up for enhancement? If yes, what would be the tentative timeline to add this feature in the product.
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Nicole Saunders
Hi Sudheer,
I'm not a product manager, I manage the community. So I don't have any influence on what gets on the roadmap or when.
That being said, I can say that if the request receives no or few votes, it's unlikely that it's something the product team would prioritize. We receive thousands of suggestions every month and have to be ruthless in how we prioritize them. So, features that are high in for many customers are the ones that tend to get on the roadmap.
This feature request will remain open so others can up vote and add their use-cases, but given that this isn't currently prioritized and that we plan our roadmaps 9 months out on a quarterly cycle, even if we get a lot more engagement I wouldn't expect it to get prioritized before 2022.
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Sudheer Gobburu
Hi Nicole,
Can you please let us know if this enhancement is going to be prioritized for 2022?
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Nicole Saunders
Hi Sudheer,
I'm not the person who determines the priority. I would still not expect it to be high priority since we haven't heard from other customers in this thread, but we'll have to wait for the product manager to weigh in.
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Sudheer Gobburu
Hi Nicole,
As we are nearing the end of 2022, Can you please check with your product manager to see whether this feature would be added in Zendesk this year.
Thank you!
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Sudheer Gobburu
@... Can you please provide an update?
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Daniel Shteingart
Can you please provide an update?
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Nikki Goodson
I've just found that I would have use of this feature as well.
As an end user with access to view all requests from my organization
I want to be able to "Mark as Solved" tickets on which I'm not cc'd
So that I can save Nikki the work :) and so that I don't have to depend on my other colleagues who ARE cc'd to do this.
Perhaps a new item can be added here to these access options: "Can view and solve tickets from user's org"
On that note, it might be helpful for the person to also be able to comment (with or without marking as solved).
Our particular use case: our client should be doing tier 1 for their own end users, but many of them come through us anyway. We forward those on to our client. They have a group of people on their support team and we cc those applicable but not all of them, yet they have one person overseeing who has said that they want to mark some resolved even if they're not cc'd (as it is, I'm just going to ask them if they'd like us to start cc'ing them on all of their tickets instead).
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Nikki Goodson
As a follow-up to this, here is additional information on my problem and my "solution".
The problem: I had set up custom "statuses". I wanted a different "solved" status from "I solved it" vs "I forwarded it to my client's team to solve it" -- I use the two different statuses to display different messages in the ZD customer portal, as well as to use different verbiage & timing in the triggered solve emails. The ones that I solved say, after 4 hours "your ticket has been solved" and the ones that I forwarded say, after 24 hours "your ticket was escalated to your system admins for resolution, if it hasn't yet been resolved and you need more help, please reply" ... which was my way of hopefully avoiding those nightmare Negative CSAT Reviews that were no fault of my own. But were actually status category "solved" so that I would avoid the "bump, bump, solve" process as well as it just lingering in one of my unsolved views.
However, the unintended consequence is that the customer portal would say “Pending Follow-up from system admin" even when the client's team HAD solved it (without replying to the ZD ticket) and it made it hard for their team to know what they had actually addressed and what was still in need of their help. Here's the email I got from my client:
When they actually replied to the email with this message, then either:
The solution:
So, I decided with my client's team that they could reply with a keyword and I used a trigger that would automatically mark it solved, and I changed my custom statuses. Now, I have one that is Hold Category that shows verbiage in the customer portal that helps my client know that it still needs work, and then another status that is in a Solved Category that helps my client (and their end user) know that it's really really solved.
Instead of ONE status that was a "solved" status but that said "pending follow-up from your time study admin" I now have a "hold" status that says that and a separate "solved" status, that theoretically the client can move it to, using my trigger (but I'm not actually sure how often they do that. It seems they still reply and reopen it, so I still have to manually mark it solved.)
The additional blocker I found is that their one highest-up contact cannot even reply to the ticket if they weren't cc'd, so they cannot take advantage of this workaround. Only their teammate who was actually cc'd can reply.
I know that you have very few people requesting this, but maybe this convoluted solution will help others as well.
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