Working with tickets - statuses, priority and snooze

The tools for moving a conversation through your workflow.

Statuses

Five statuses, with the action that sets each one:

Status	Set it with	Means
New	Set as New	Arrived, not yet worked
Open	Reopen	Being worked
On Hold	Put on Hold	Waiting on something
Resolved	Resolve	Answered
Closed	Close	Finished, no answer needed

Resolve is on the main action bar (shortcut E) when a conversation is open, new or on hold. The rest are in the status dropdown.

Two things follow from resolving a conversation: it leaves the default Open and Mine views, and, if CSAT surveys are enabled on the channel, it becomes eligible for a survey after the configured delay.

Priority

Normal, High and Urgent, set from the sidebar. Priority shows as a small signal icon on the row.

The default sort is Priority first, so raising priority genuinely moves a conversation up your list rather than just labelling it.

Assignment

Assign from the sidebar, or select several conversations in the list and use Assign.

Sending a reply assigns the conversation to you automatically. That's worth knowing, because it means the Unassigned view empties itself as people work — you don't have to claim things first.

No assignee at the top of the picker unassigns.

Snooze

Snooze is for conversations you can't act on yet — waiting on a supplier, waiting on the customer, waiting on a delivery.

Use More → Snooze (shortcut B). Quick options:

This evening (6 PM)

Later today

Tomorrow morning (8 AM)

This weekend (Saturday)

Next week (Monday)

You can also type when you want it back in plain language.

Snoozing sets the conversation to On Hold and records it in the timeline. It comes back automatically at the time you chose.

👉 Snooze rather than leaving something open. An open conversation you can't act on clutters everyone's view and skews your response-time figures.

Working several at once

Hover a row to reveal its checkbox. With a selection made, the header becomes a bulk bar with Select All, Clear, Assign, mark-as-spam, and a status button that defaults to Resolve.

Handy for clearing a backlog after a busy period, or for cleaning up a wave of similar messages.

Other actions

From More on an open conversation:

Forward (F) — send the conversation on to someone else

Mark as spam (!)

Export (Shift+E) — download the conversation as a PDF

Delete (#) — a soft delete, with an Undo on the toast; deleted conversations stay in the Deleted view

Show timeline (H) — reveal the full history including system events

Internal comments

Comment (C) adds a note only your team can see. It appears in the conversation in date order alongside the messages, so context stays where the work is.

Comments are included in search, so anything you note here is findable later. They're also included in PDF exports — worth remembering before writing something you wouldn't want shared.