Learn about the different Ticket States as they are displayed in Inbox and how you can change the state of a Ticket.
Tickets can be in the following Inboxes:
Inbound - When a customer reaches out to the social accounts via a wall post/@mention, comment on a post or a direct message it will first appear in Inbound.
Open - Ticket that someone has engaged with by either sending a response or assigning the ticket to a user.
Closed - Tickets that have been closed/finalized.
Ignored - These are Tickets that a user has chosen to ignore so they will not reopen unless the customer reaches out again.
Assigned - All tickets that are currently assigned to you in the Open Inbox.
Snoozed - All Tickets that have been set for a future time to repopulate in the Open tab at the set date and time.
To change a Ticket's state:
- Select a Ticket.
- In the top right, of the middle column, you will see the current state that Ticket is in.
- Click the current state and select from Inbound, Open, Closed or Ignored.
*To Snooze a Ticket click on the stopwatch (two icons to the left of the current Ticket state). A Ticket will appear in Assigned if you reply to the customer or assign the Ticket to yourself (one icon to the left of the current Ticket state).