Statuses keep the queue honest: at any moment you can see what still needs work, what is waiting on someone else, and what is done.
The statuses
- Open — the ball is in your court. New tickets and customer replies land here.
- Pending — you have answered and are waiting for the customer (or a carrier, a marketplace…). Pending tickets leave the active queue but reopen automatically when the customer replies.
- Resolved — the conversation is finished. If the customer writes again, the ticket reopens as Open so nothing slips through.
Assignment
- Tickets start unassigned; anyone can pick them up.
- Assign a ticket to yourself before working it so teammates see it is taken.
- Admins can assign tickets to anyone, which makes dispatching a morning queue quick.
Suggested workflow
- Start in the Unassigned view, assign yourself a batch.
- Answer each one, then set it to Pending (waiting on customer) or Resolved (done).
- Customer replies bring tickets back to Open automatically — your Assigned to me view is your follow-up list.
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