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ResolveGuard

Require resolution evidence before agents can solve tickets.

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開發者

hosthob

About this app

hosthob builds focused Zendesk apps that help support teams resolve tickets consistently and reduce costly mistakes.

ResolveGuard prevents agents from solving tickets when required resolution evidence is missing. The first workflow covers damaged-item cases: when an agent submits a matching ticket as Solved, ResolveGuard requires a resolution summary and an image attachment. The ticket sidebar shows each check as pass or fail, and incomplete evidence blocks the save with a clear message.

Key benefits:

  • Stop Solved submissions that lack required evidence

  • Show agents exactly what is missing in the sidebar

  • Configure ticket type and summary fields per account—no hard-coded IDs

  • Works entirely in the Zendesk agent interface with no external server

Data disclosure: ResolveGuard runs in the Zendesk Apps Framework inside the agent browser. It reads the current ticket status category, configured custom field values, draft comment attachments, and saved ticket comment attachments to evaluate evidence rules. It does not send ticket data to hosthob or any third-party server, and it does not store ticket content outside Zendesk. The app does not block updates made through the Zendesk REST API, automations, or other integrations.

Privacy policy: https://hosthobcorp.com/privacy

應用程式詳情

如何安裝

Before you install

  1. In Admin Center, create (or reuse) a ticket type/category field (drop-down recommended) with a value for damaged items, for example the tag damaged_item.

  2. Create a resolution summary text or multi-line field.

  3. Note each field’s numeric ID and add both fields to the ticket forms agents use.

Install ResolveGuard

  1. Click Install and open the app settings.

  2. Set Sidebar title (optional), Ticket type field ID, Damaged-item field value, and Resolution summary field ID.

  3. Save the installation.

Verify it works

  1. Open a ticket that uses your ticket form.

  2. Confirm ResolveGuard appears in the Apps sidebar and shows Not applicable or pass/fail checks.

  3. For a damaged-item ticket, try submitting as Solved without a summary or image—the save should be blocked. Add the missing evidence and submit again.

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