How to set a Ticket Status:
Setting a status can save you a lot of time sorting through support tickets. You and your team can know instantly the overall 'status' of a conversation. Statuses allow you to quickly organize your inbox in just a couple of clicks.
Option 1: Set an Individual Ticket's Status:
When viewing your inbox, you can set status with a drop-down menu in the "Status" column of each ticket:
Or, you can set the status of a ticket within the conversation (message viewer)
Option 2: Apply a Ticket Status in bulk
From your Inbox, select multiple tickets (with the checkboxes on the left of each ticket),
then choose a status with the Status/menu (near the top of your inbox)
Ticket Statuses, and what they do:
You can quickly assign each ticket to a certain status to keep your workflow organized. Below is a quick, comprehensive list of each status:
New Ticket - New messages are automatically assigned to New Ticket (unless a Rule assigns it to another Status). Or, if a buyer replies while a ticket is Resolved, or in another location, the Status will change to New Ticket automatically.
System - Is assigned to a ticket if it is a message from eBay or Amazon.
To Do - Remind yourself or teammates of which messages need attention.
Awaiting Reply - Use if you are expecting the buyer to reply back to you (so you know to check in if no reply). If they reply, the Status will become New Ticket.
Snoozed - Hide a ticket until a particular date; when the ticket "un-snoozes," the Status will update to New Ticket.
Resolved - Keep your inbox free of closed tickets and send ended conversations here.
Archived - Ticket/conversation in a save-bank. You can keep important messages here for later use.
View tickets by Status:
You can easily view each status via the filter/folders in the left menu:
You can also use a ticket status when creating Custom Filters:
If you have any questions, feel free to reach out to us anytime at [email protected]