Close a web ticket or support case; Marking a request as solved (Families, Teachers, or Students)

Marking a request as solved

You can withdraw a request by marking it as solved. Or reply to the email request to let the colleague know that they can mark the request as solved or close it out.  
To mark a request as solved

  1. After you signed into Zendesk.  
  2. Click your profile icon in the upper-right side of any page, and then click My activities.
    2_My_Actitivities.png
  3. Click the title of an open request to open it.
    3_Open_Ticket.png
  4. Select the option on the lower side of the request to mark it as solved.

    (Note: The request must be assigned to an agent. Otherwise, you do not have the option to mark it as solved._

  5. Enter any comment you want in the reply and click Add Reply.
    4_Close_the_request..png

 

Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

  1. Click your profile icon in the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.
Have more questions? Submit a request

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