How to Apply Soft Solve Status

In Zendesk, the concept of a Soft Solved ticket is closely related to the standard Solved status. When an agent applies a Solved status to a ticket, the customer can still interact and see their request on their My Requests page until the ticket closes. 

However, when an agent applies a Soft Solved status to a ticket, the customer will no longer be able to interact with their request because the ticket will not be visible on the customer's My Requests page in Zendesk.

Assigning a Soft Solved status to a ticket is done by adding a tag via a macro. The macro(s) are set up differently for International and North America. They are specific to their Zendesk instance, which includes: 

• International:
  • Macro: Aged Soft Close
    • Tags:
      • do_not_notify
      • ticket_solved_silently_aged
         
• North America:
  • Macro: Soft Solve (Aged Tickets)
    • Tag: backlog_soft_solve
  • Macro: Soft Solve (Goodwill Tickets)
    • Tag: backlog_soft_solve
  • Macro: Soft Solve (Business Affairs Tickets)
    • Tag: backlog_soft_solve_business_affairs

To assign a soft solve status to a ticket, follow the steps in the sections below. 

• International Instance
• North America Instance
   

Assign Soft Solve status to a ticket for the International Zendesk Instance (umgroyaltysupport)

1. Navigate to the ticket in Zendesk.

2. In the left-side bar, at the bottom, select the drop-down arrow in the Apply macro field.

3. Select TRIAGE.

4. Select Aged Soft Close.

Note: If you hover your mouse over the eyeball icon, you will see a description of the macro, which states....Suppresses all email notifications and solves silently. Used to resolve tickets that have been inactive for too long. 

Note: You can also use the search bar by typing "soft," and you will be shown the AGED SOFT CLOSE macro that you can select. 

5. Select Submit as Open to run the Aged Soft Close macro, which applies the appropriate tag(s) and status to the ticket, which includes:

• Tags: do_not_notify and ticket_solved_silently_aged
• Status: Solved

Assign Soft Solve status to a ticket for the North America Zendesk Instance (universalmusicgroup)

1. Navigate to the ticket in Zendesk.

2. In the left-side bar, at the bottom, select the drop-down arrow in the Apply macro field.

3. Select General.

4. Select Backlog Cleanup.

5. To run the macros, select the appropriate macro:

• Soft Solve (Aged Tickets): This ticket is being softly solved due to age (with no action) over a year. If the client makes contact, a new follow-up ticket will be opened.
• Soft Solve (Godwill Ticket): This ticket is being softly solved due to the Goodwill Program wrap-up. If the client makes contact, a new follow-up ticket will be opened.
• Soft Solve (Business Affairs Tickets): This ticket is being softly solved due to age and has been reviewed with Business Affairs. If the client makes contact, a new follow-up ticket will be opened, and the service team will consult with Business Affairs.

Note: You can also use the search bar by typing "soft," and you will be shown the available macros that you can select. 

6. Select Submit as Open to run the macro, which applies the appropriate tag(s) and status to the ticket based on the macro you are using.

• Soft Solve (Aged Tickets)
  • Tag: backlog_soft_solve
  • Status: Solved
• Soft Solve (Goodwill Tickets)
  • Tag: backlog_soft_solve
  • Status: Solved
• Soft Solve (Business Affairs Tickets)
  • Tag: backlog_soft_solve_business_affairs
  • Status: Solved