Can the user change the status of the ticket himself?

Hi there,

Yes, from the ticket portal in the Help Center (if you are using this) the end-user can mark their ticket solved with the click of a button - "Mark as solved" or "Mark as solved & Submit".

Actually Users can only solve themselves the ticket if it it has been assigned to an agent:

documentation here: https://support.zendesk.com/hc/en-us/articles/4408846805530-Submitting-and-tracking-requests-in-the-help-center-Customer-Portal#topic_bhd_mqd_yy

Which sometimes I think it is a little too late, for example; with an end-user considering his request as not useful = if you already assigned the ticket it means you already worked on it.

It would be better to have a button on every outgoing Zendesk e-mail with a link for the customer to close his ticket

if it it possible to pass-by this obligation it would be nice :)

Can you give us the tips it is possible please? 

Best regards,

Raphaël