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Work a ticket

Work the ticket after you open it. Sending the reply is in Reply.

What this is for

Working a ticket is how you move the request, apart from the words you send.

This helps you finish a case, or bring it back later.

How to resolve a ticket

1. Open the ticket in Inbox.
2. Click Resolve.

Expected result: The ticket shows Closed. The resolve control then reads Resolved and stays disabled.

How to snooze, set priority, or move a ticket

1. Open the ticket.
2. Open the more actions menu.
3. Click Snooze, Set priority, Add tag, Mark as waiting for customer, Mark as spam, or Move to trash.

Expected result: The ticket follows the action you picked. A snoozed ticket leaves the open list until that time.

How to wake a snoozed ticket

1. Open the snoozed ticket.
2. Click Unsnooze to bring it back now, or click Update to change the time.

Expected result: Unsnooze puts the ticket back in the open list. Update keeps it snoozed until the new time.

How to draft a reply with AI

1. Open the ticket.
2. Click Suggest reply.
3. Edit the draft, then send it yourself. Sending is in Reply.

Expected result: A draft appears in the reply box. Nothing is sent until you send it.

What times can I snooze for?

The menu offers 1 hour, 4 hours, Tomorrow, Next week, and a custom time. The ticket then shows Snoozed until that time.

What does Mark as waiting for customer do?

It sets the ticket to Pending. The menu hides that item when the ticket is already pending or closed. A closed ticket shows Reopen. A ticket in spam or trash shows Restore.

Which priorities can I set?

Tickets show Low, Medium, High, or Critical. Critical is the highest.