Solved Button Grayed Out on Zendesk Ticket
Learn why the Solved button is grayed out on your Zendesk ticket and how to resolve it by checking ticket assignment.
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 restricted to the person assigned to the ticket. This ensures that the person responsible for the conversation with the end user is the one who closes it. If you find that the Solved button is dimmed, check if you are the ticket assignee. If not, you will need to either reassign the ticket to yourself or ask the current assignee to mark it as Solved. For more details, you can refer to the originalZendesk help article.
More related questions
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…
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…
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