Pro Tip: Allow Requesters to Solve Their Tickets
Allow Requesters to Solve Their Tickets
The Mark as Solved button is already built into the default Zendesk Copenhagen theme but is often removed in custom themes or when the default theme is customised.
🎯 Goal
Validate if end-users can solve their own tickets from the Help Centre using the Mark as solved button and if not, enable it.
When is the Mark as Solved button visible?
Allowing Requesters to solve their tickets isn't always enabled or well-known.
If enabled, it is important to make the Requester aware that they can solve their ticket so tickets get solved proactively.
I achieve this by informing the Requester as part of any follow-up email notifications that they can solve their ticket by clicking the Mark as Solved button at the end of the ticket comments.
However, it's important to note that this button is only available under certain conditions:
The Requester is the current user
[If your end-users can view all tickets across the organization, they will not see this button on tickets they did not create themselves. In other words, they cannot solve other user's tickets.]The ticket is currently assigned to an agent
[If the ticket is only assigned to a group, the button will not appear.]The ticket Type = Question, Incident or Task.
[Problem tickets cannot be solved by the Requester]
No Button Visible?
If it's not showing up, here's how to check and if necessary enable it:
Open the Themes section of Guide Admin by going to the URL below or by browsing from Admin Center > Guide > Guide Admin > and clicking the eye icon in the left navigator
[https://YOURDOMAIN.zendesk.com/theming/workbench]Back up your current theme by clicking the ellipsis menu on your live theme > Copy
On your live theme, click Customize
Click the Edit Code button in the bottom right corner
Locate and click the request_page.hbs file
[NOT requestS_page.hbs]Search the page for the text 'mark_as_solved'. If you found it and it's not commented out then it's enabled. Now you just need to ensure your notifications are prompting the Requester to use it
Can't find it? Add the following code:
{{checkbox 'mark_as_solved'}}
{{#if request.can_be_marked_as_solved}}
<button type="button" class="button-large button-secondary mark-as-solved"
data-solve-translation="{{t 'mark_as_solved'}}"
data-solve-and-submit-translation="{{t 'mark_as_solved_and_submit'}}">
{{t 'mark_as_solved'}}
</button>
{{/if}}
Not sure where to add the code snippet?
Different themes may have different code so there is no guarantee yours looks like this but I'll try to explain the various sections. Here's a breakdown to help guide you.
Add the code in the yellow area
Test it
💁🏽 Pro Tip
Log in using a dummy account in a private (incognito) browser tab so you can switch back and forth between your agent user and your end-user.
You can test by doing the following steps.
Using a dummy end-user account create and submit a new ticket from the Help Centre.
[You will notice the button does not appear when the ticket is submitted initially]Switch to the agent workspace, take the ticket (or assign it to any agent) and submit.
Switch back to the Help Centre and refresh. You should now see the Mark as solved button under the comments box.
To Recap
OK, so this article has discussed a lot! Now you have:
one automation to follow up with Requesters when the ticket is Pending
a second automation to follow up again and also solve the ticket
a way to validate, and if necessary enable, if the end-users can solve their tickets