Assignment and ticket statuses

Inbox statuses are active or terminal. New, On you, On customer, and On hold are active statuses. Closed and Cancelled end the active workflow. A successful teammate reply moves an active ticket to On customer. When a teammate reopens a ticket or takes it off hold, the ticket returns to On you. Use these labels to show the true next step. Do not use them only to lower a queue count.

Users with Inbox assignment permission can assign a ticket, change its team, update tickets in bulk, resolve, cancel, or resume AI. Replying and adding notes need separate write permissions. Team assignment permission can be narrower than team-management permission. Do not assume that every Inbox viewer can change the ticket owner.

Before reassignment, leave enough context for the next teammate. Before you make a bulk change, confirm the ticket, the selected rows, and the assignee. Assignment and status changes coordinate work. They do not prove that a person saw the issue or that a customer got a response.