Can't Solve Zendesk Ticket? Here's What to Do
Learn what steps to take if you can't mark a Zendesk messaging ticket as Solved due to assignment issues.
What should I do if I can't solve a Zendesk messaging ticket?
If you can't solve a Zendesk messaging ticket, check if you are the ticket assignee. Only the assignee can mark it as Solved.
If you find yourself unable to mark a ticket as Solved, it's likely because you are not the assigned person for that ticket. To resolve this, you can either request the current assignee to mark it as Solved or have the ticket reassigned to you if you are responsible for the conversation. This ensures that the person who has been handling the ticket is the one to close it.
More related questions
Why is the Solved button grayed out on my Zendesk messaging ticket?
The Solved button is grayed out because only the ticket assignee can mark it as Solved. If you're not the assignee, you won't have the option to change the ticket status to Solved. In Zendesk, the ability to mark a messaging ticket as Solved is…
Who can mark a Zendesk messaging ticket as Solved?
Only the ticket assignee can mark a Zendesk messaging ticket as Solved. This is to ensure proper ticket management. In Zendesk, the person assigned to a messaging ticket is responsible for managing the conversation and ultimately closing it. If you…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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Ella Roy Customer Success Manager
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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