Hi Dave, thanks for picking this up!
A bit of context on our side: we use group private messages as shared inboxes for support, following a pattern similar to what’s described here: Use Discourse as a private support ticket system
Our support agents rely on the “Mark as Solution” button to indicate when an issue has been resolved. This serves two purposes:
- Internally, it helps the team quickly identify and close resolved conversations.
- Programmatically, it acts as a trigger. We have a webhook set up (e.g.,
/admin/api/web_hooks/38/edit) that fires when a post is marked as a solution, syncing with our backend system.
Group PMs are core to our support workflow, and we handle a significant number of account-specific topics, which makes public topics unsuitable.
The solution marker is more than just a UI element. It is part of our internal process, and without it, agents can’t properly close tickets or trigger the automation that depends on it.
Even though it’s a small change on the surface, it breaks a critical part of our workflow, so we’d really appreciate a reconsideration or an alternate approach.
Thanks!