When an agent has sent a response and is waiting for a response from the requestor, "Mark as Resolved" button may or may not appear.
I also referred to the following article, but the conditions for the display appear to be met.
Probably, but it looks like it is not displayed if the request was an Agent or Admin. Is there such a specification?
Greetings Yuta,
Firstly, sorry for the delay in getting back to you herein.
I'm not sure that I follow what you're asking: if the requester of the ticket is an agent/admin, I would expect them to be taken into the Support interface when attempting to open one of their tickets from the Help Center Request List. Could you please share a screenshot/recording so that I'm sure I understand your question properly?
I'd also be happy to work through this in a more private conversation within a ticket if you'd prefer. If so, please contact our support team so we can discuss this further.
Thanks!
Dwight B. | Customer Advocate