ResolveReady Documentation
ResolveReady helps Zendesk teams add structure to ticket resolution, so agents know what needs to be checked before a ticket is solved.
Overview
ResolveReady is built for support workflows where closing a ticket requires more than a quick reply. Admins can create resolution checklists, required fields, confirmations, and solve checks that match the way their team works.
Setup
- Install ResolveReady from the Zendesk Marketplace.
- Open the admin settings.
- Create your first workflow.
- Add the steps agents should complete before solving.
- Choose when the workflow should appear.
- Test the workflow on a sample ticket.
Workflows
A workflow is a set of checks tied to a specific type of ticket. For example, a refund workflow may require refund amount, reason, customer confirmation, and manager approval before the ticket can be solved.
Workflows should be specific enough to guide agents, but not so detailed that they slow down simple tickets.
Steps
Steps are the fields or confirmations agents complete inside a workflow.
- Text fields for short explanations or references
- Number fields for amounts or IDs
- Checkboxes for confirmations
- Required steps for work that must be completed before solving
Solve blocking
Solve blocking can prevent a ticket from being solved until the required workflow steps are complete.
This is useful for tickets where missed steps create reopens, escalations, compliance gaps, or inconsistent customer outcomes.
Internal notes
ResolveReady can help summarize completed workflow details in an internal note, giving managers and reviewers a clearer record of what happened before the ticket was solved.
Internal notes should be written for review. They should be clear, concise, and useful to someone who did not work the ticket.
FAQ
Does ResolveReady replace Zendesk triggers or automations?
No. ResolveReady is meant to guide agent behavior inside the ticket. Zendesk triggers and automations can still handle routing, notifications, and other background work.
Can different ticket types use different workflows?
Yes. Admins can create workflows for different support processes and control when they appear.
Should every ticket have a workflow?
No. ResolveReady works best for ticket types where consistency matters and missed steps create real operational problems.
Can agents solve a ticket without completing required steps?
If solve blocking is enabled, required steps must be completed before the ticket can be solved.