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.
Workflows appear in the ticket sidebar, so agents complete the work where they already are. Nothing runs outside Zendesk.
Setup
- Install ResolveReady from the Zendesk Marketplace.
- Open the admin settings.
- Start from a template, or build a workflow from scratch.
- Add the steps agents should complete before solving.
- Choose when the workflow should appear, using tags, forms, groups, brands, or field values.
- Decide whether the workflow blocks solving, and which statuses it blocks.
- Save, then open a matching ticket to see the agent view.
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.
Each workflow decides when it appears. You can target tickets by tag, ticket form, group, brand, status, or the value of a custom field. Agents only see workflows that match the ticket in front of them.
A workflow with no conditions applies to every ticket. That is rarely what you want, so set at least one condition unless you intend the workflow to run everywhere.
Workflows should be specific enough to guide agents, but not so detailed that they slow down simple tickets.
Steps
Steps are what agents complete inside a workflow. There are four kinds.
- Zendesk field. The agent fills in a real ticket field from the sidebar. Supports text, multi-line text, number, checkbox, and dropdown fields.
- Confirmation. A checkbox the agent ticks, such as "Authorized requester verified." Confirmations are tracked by ResolveReady and are not written to a ticket field.
- Internal note. The agent writes a note, which is posted to the ticket.
- Resolution summary. A note template you write in advance, which the agent fills in and posts to the ticket.
Each step can be required or optional, and each can carry a short instruction so agents know what "done" means.
Date fields, multi-select fields, lookup fields, and relationship fields are not currently supported. If you need to capture one, use a confirmation step so the agent still verifies the work.
Solve blocking
Solve blocking prevents a ticket from being moved to a chosen status until the required workflow steps are complete. You can block Solved, Pending, and On-hold.
This is useful for tickets where missed steps create reopens, escalations, compliance gaps, or inconsistent customer outcomes.
Tell your team before you turn blocking on. Agents who hit an unexplained block will assume the app is broken.
Internal notes
ResolveReady can capture completed workflow details in an internal note, giving managers and reviewers a clear record of what happened before the ticket was solved.
There are two ways to do this. An internal note step lets the agent write freely. A resolution summary step gives them a template you define, so the note comes back in a consistent shape every time.
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 and your Zendesk plan supports it, no. Required steps must be completed first. On Zendesk Starter and Team plans, blocking is not available, and the workflow shows agents what is missing without preventing the solve.
Why is solve blocking not working on my account?
Solve blocking relies on a Zendesk API that is not available on Support Starter, Support Team, or Suite Team. It requires Support Professional or higher, or Suite Growth or higher. ResolveReady detects this and shows a notice in the sidebar.
How many workflows can I have?
Lite includes one workflow with up to five steps, one of which can be a Zendesk field. Pro has no fixed cap. In practice, workflows are stored in Zendesk's app settings, which allow about 64 KB in total, and a typical workflow uses around 2 KB. Most teams will never reach that. The admin panel shows how much you have used, and ResolveReady will not save a configuration that would exceed the limit.
What does Lite include?
Lite gives you one workflow, up to five steps, confirmation steps, one Zendesk field step, and solve blocking on Solved. Pro adds multiple workflows, more steps and fields, internal notes and resolution summaries, blocking on Pending and On-hold, conditional targeting, and workflow import and export.
Can I move workflows between Zendesk accounts?
Yes, on Pro. Export a workflow to JSON and import it into another account. Custom field IDs are specific to each account, so review any imported workflow before using it. Imported workflows are added alongside your existing ones and never overwrite them.
Does any ticket data leave Zendesk?
No. Workflows are evaluated in the agent's browser, and workflow answers are written back to Zendesk. Ticket content and customer data never reach ASA Labs. The app sends anonymous usage telemetry, limited to the app version, plan, an anonymous installation ID, and configuration counts such as how many workflows are configured. This is covered in our privacy policy.
Can I use a date or multi-select field as a step?
Not currently. ResolveReady supports text, multi-line text, number, checkbox, and dropdown fields. For anything else, use a confirmation step so the agent still verifies the work.
What happens to a workflow already in progress if I change it?
Agents load the workflow when they open the ticket. Changes take effect the next time the ticket is opened or refreshed.