Technical Reference

Zendesk plan requirements

ResolveReady works on all Zendesk Support and Zendesk Suite plans. Some behavior depends on Zendesk plan capabilities.

Solve blocking requires Zendesk Support Professional or higher, or Zendesk Suite Growth or higher. On Starter and Team plans, workflows remain visible and required steps can be tracked, but ResolveReady cannot prevent ticket submission. The app detects this and shows a notice in the sidebar.

ResolveReady plan limits

Separate from your Zendesk plan, some ResolveReady capabilities depend on your ResolveReady subscription.

Pro has no fixed cap on workflows or steps. The practical limit is the Zendesk app settings storage budget described under Storage limits below.

Supported custom field types

Date fields, multi-select fields, lookup fields, and relationship fields are not currently supported. If you need to capture data from an unsupported field type, use a confirmation checkbox or internal note step as a manual verification step.

Workflow conditions

ResolveReady workflows appear when configured ticket conditions match.

• Tags
• Ticket forms
• Groups
• Brands
• Status
• Custom field values

Different condition types use AND logic. Within a single condition type, OR logic is used. A workflow with no conditions applies to every ticket, so workflows should normally include at least one condition to avoid overlap.

Blocked statuses

A workflow can block Solved, Pending, and On-hold. Choose which statuses to guard under Enforcement settings.

On-hold is an optional Zendesk status that admins can enable or disable per account. If your account does not have On-hold enabled, ResolveReady hides that option rather than letting you configure a status your agents cannot set.

Internal notes and new tickets

Internal Note and Resolution Summary steps are written to Zendesk when the agent selects Save Progress.

For newly created tickets that have not yet been submitted, Zendesk does not allow notes to be saved through the API because the ticket does not yet exist. In those cases, agents should switch the reply composer to Internal Note before submitting the ticket.

Usage tags

ResolveReady can apply a workflow usage tag when Save Progress is used.

resolveready_refund_verification

Usage tags can be used in Zendesk Explore, views, reporting, data warehouses, and third-party analytics platforms. Usage tags are added to the ticket form and saved the next time the ticket is submitted.

Workflow JSON format

Most admins should use the visual workflow builder. Advanced users can export, import, or edit workflow JSON directly.

Each object in the array is one workflow. Workflow settings are defined once, and the workflow's steps are listed under steps.

[
  {
    "id": "refund_verification",
    "title": "Refund verification",
    "category": "Refund request",
    "priority": 1,
    "enabled": true,
    "blocking": true,
    "block_statuses": ["solved"],
    "usage_tag": "resolveready_refund_verification",
    "conditions": { "tags": ["refund"] },
    "steps": [
      {
        "id": "refund_verification_1",
        "label": "Refund amount",
        "input_type": "number",
        "required": true,
        "save_to": "ticket.customField:custom_field_49729686258452",
        "field_id": "49729686258452"
      },
      {
        "id": "refund_verification_2",
        "label": "Manager approval confirmed",
        "input_type": "checkbox",
        "required": true,
        "save_to": "resolveready.workflow_confirmation"
      }
    ]
  }
]

Earlier versions of ResolveReady stored each step as a separate top-level object with the workflow settings repeated on every step. That format is still accepted on import and still loads correctly, so older exports remain usable. New exports use the format above.

Importing and exporting workflows

ResolveReady supports workflow export and import using JSON files.

During import, ResolveReady attempts to match custom fields by field ID, then by field name. Unmatched field mappings are imported as disabled steps flagged for review. If a workflow with the same name already exists, the imported workflow is renamed automatically. Imported workflows are added alongside your existing workflows and never replace them.

Zendesk custom field IDs are account-specific, so imported workflows should always be reviewed before use.

Storage limits

Workflow configurations are stored in Zendesk installation settings. Zendesk allows approximately 64 KB of storage for app settings, shared across all of your workflows.

A typical workflow with three to five steps uses roughly 2 KB. Most accounts will not approach the limit. The admin panel shows current usage as a percentage, and ResolveReady will not save a configuration that would exceed the limit. If you reach it, remove or export a workflow to free up space.

API usage and rate limits

ResolveReady uses Zendesk APIs to load configuration data such as ticket fields, forms, groups, and brands, and may make API requests when saving workflow progress.

These requests count toward the Zendesk account API limits. Under normal usage, ResolveReady generates a small number of requests and is unlikely to have a measurable impact on API consumption.