Adding a Confirmation Prompt for "Submit as Solved" in Zendesk

Request for comments

Need

I recently accidentally selected Submit as Solved when responding to a ticket in Zendesk, which led to the ticket being prematurely closed.

I suspect other Support Engineers may have encountered this same situation as well.(maybe)

When this happens, it results in:

• Bad customer experience as we unintentionally close the ticket while they still have open questions
• Additional follow-up work to reopen and address the ticket
• Negative impact on customer experience and support metrics
• Wasted time for both the customer and the Support Engineer

A confirmation prompt would help prevent accidental ticket closures.

Approach

Implement a JavaScript-based confirmation dialog in Zendesk that triggers when a Support Engineer selects Submit as Solved from the ticket status dropdown.

The prompt can:

• Display a confirmation message (e.g., “Are you sure you want to submit this ticket as solved?”)
• Requires confirmation (Yes/No)
• Only proceed with the Submit as Solved action if confirmed

Benefit

• Prevents unintentional ticket closures
• Reduces the need to reopen tickets and send follow-up explanations
• Engineers can work more confidently without fear of accidental clicks

Competition / Alternatives

Implement a brief window (5-10 seconds) to undo a Submit as Solved action.