"Mark as done" button in emails to customers/requesters | Community
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"Mark as done" button in emails to customers/requesters

  • November 11, 2024
  • 3 replies
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Retourenstation

Dear Community, I am pretty certain what we have in mind here should be possible - unfortunately I have spent hours searching for an article on this, with no results so far. Reached out to Zendesk Support and they suggested I should try asking the community here :) Hoping someone here can maybe provide info on this, or knows an article from Zendesk that could help us?

Idea: We want to set up a trigger, that sends instructions to a requester when they selected a certain category in our webform (change of delivery adress for example). I know how to do that of course.

In that auto-response that the requester receives, we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status.


how can i set that up? 

Side Info: none of our customers log in anywhere to submit a request and we have to keep it that way. 

Appreciate any and all input here. 

Kind regards,
Yvonne 

      3 replies

      Donna20
      • Donna20
      • November 11, 2024

      I'd love to see this as a feature well - 

      "… we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status."

        Brandon12
        • Brandon12
        • November 13, 2024

        Hi @retourenstation -

         

        Without authentication it will be difficult to do anything from within the help center environment, but this should be possible using autoreplies, which is now part of the AI Agents and automated resolutions workflow.  Details here: https://support.zendesk.com/hc/en-us/articles/4408833721498-Using-autoreplies-to-recommend-articles-in-email-notifications 

         

        Outside of that, there are other, more hacky ways to approach this, including a key string “Solve my request” that is listened for in Triggers, or even building a simple web interface that asks for the ticket ID and then uses the API to force the ticket into a closed status.

         

        Keep in mind that allowing end-users to self-solve might have downstream impacts on your reporting, especially when it comes to agent categorization of requests. Hope this helps!

         

        Brandon

        Fernando29
        • Fernando29
        • November 18, 2024

        I echo Brandon's concern on downstream impact.  Have you considered asking the end-user to send you an specific phrase hat can be used in a trigger to solve the ticket, like “Yes, please close”?

         

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