Allow End-Users to Solve Zendesk Tickets
How can I allow end-users to solve their own Zendesk tickets?
End-users can solve their own Zendesk tickets by using triggers. You can set up a trigger to inform users they can solve tickets by typing a specific phrase, like "This is resolved."
Create a secondary trigger that activates when this phrase is detected in an email. This method allows tickets to be solved without an assignee, providing flexibility for users to manage their tickets.
More related questions
Why can't I set my Zendesk ticket to solved?
To set a ticket to solved in Zendesk, it must have an assignee and all mandatory fields must be filled. If these conditions aren't met, you'll see error messages like "Ticket field name needed" or "Assignee is required when solving a ticket." If…
What error messages appear when I can't solve a Zendesk ticket?
When you can't solve a Zendesk ticket, you might see error messages like "Ticket field name needed" or "Assignee is required when solving a ticket." These messages indicate that either a required field is empty or the ticket hasn't been assigned to…
Can I remove the 'Mark as solved' option for end-users in Zendesk?
Yes, you can remove the 'Mark as solved' option for end-users by editing the source code of your Zendesk theme. This customization can help reduce confusion if you rarely assign tickets to individual agents. For more guidance, you might find…
What are the requirements for solving a Zendesk ticket?
To solve a Zendesk ticket, it must have an assignee and all required fields must be completed. Without meeting these criteria, the ticket cannot be marked as solved. Ensure that every mandatory field is filled and the ticket is assigned to someone…
Is there a workaround for solving tickets without an assignee in Zendesk?
Yes, you can use triggers to solve tickets without an assignee in Zendesk. Set up a trigger that allows users to solve tickets by typing a specific phrase, such as "This is resolved." This approach bypasses the need for an assignee and can be…
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