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)
List of Statuses:
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 - automatically assigned to new incoming messages, and when a buyer replies to a Resolved ticket.
System - is assigned when eBay/Amazon sends you a message.
To Do - remind yourself or teammates of which messages need attention.
Awaiting Reply - used after you have sent a message and are expecting the buyer to reply back to you.
Snoozed - allows you to temporarily hide a ticket until a certain date. On the date you set, it will be reopened and displayed with your new tickets.
Resolved - an easy way to keep your inbox free of resolved messages. All resolved messages will be stored in your Resolved filter unless the buyer replies.
Archived - will put the 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]