Customer's solving their own tickets

I always thought this was a configuration option - but can't find it now.

This might be hard coded into the new helpcenter.

You may be able to remove the section by modifying the theme...

I found more detail here - https://support.zendesk.com/hc/en-us/community/posts/203411026-Disallow-end-users-from-solving-tickets

You could also add a trigger that reopened a ticket solved by the assignee - so that the agent could check on it.

Using a URL target, you could add a comment advising the agent if need be.

These options may not be available on all plans

Hi Julia,

When a ticket is assigned to an agent or manager, this checkbox pops up for the end user:

If you'd like to remove it, you'll find this code on your Zendesk theme's "Request" page. Simply delete the whole div:

This assumes you're on a plan that allows you to edit the theme, though. Refer to this article on how to access your theme's code:

https://support.zendesk.com/hc/en-us/articles/203664326 

-Duke

Thanks Duke that what I was thinking! 

Is there always an option for the customer to solve their own ticket? Or is this only available depending on the specific type of ticket that is submitted?

We have been testing and cannot see the checkbox "consider this ticket as solved".

Any information you can provide would be extremely appreciated!