Assignment and ticket statuses

Inbox statuses are active or terminal. New, On you, On customer, and On hold are active; Closed and Cancelled end the active workflow. A successful teammate reply moves an active ticket to On customer. Reopening or taking a ticket off hold returns it to On you. Use these labels to describe the true next step, not merely to reduce a queue count.

Users with Inbox assignment permission can assign a ticket, change its team, bulk update selected tickets, resolve, cancel, or resume AI. Replying and adding notes are separate write permissions. Team assignment eligibility can be narrower than broad team-management access, so do not assume every Inbox viewer can change an owner.

Before reassignment, leave enough context for the next teammate. Confirm the ticket, selected rows, and assignee before bulk changes. Assignment and status changes coordinate work, but do not prove a person has seen the issue or that a customer received a response.