In the below graph we will explain the various statuses available in Inbox and give guidance on how to use them.
Status |
When should you use this status? |
Examples |
Active |
Tickets requiring Support attention and action now |
|
Pending |
Tickets where you need more info from the customer to help them further |
|
On-Hold |
Tickets where you are waiting for input from another party in order to answer the customer |
|
Resolve |
Tickets where the issue has been solved or the question has been answered completely |
|
Blocked |
Tickets currently being investigated internally that need more time to resolve |
|