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. 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.

On customer means that the reply reached the customer. A teammate reply moves the ticket to On customer only when the channel confirms delivery. Email and Slack confirm delivery. A widget reply confirms delivery only when the live publish to the visitor's browser succeeded. If the visitor already closed the page, the ticket stays On you, because nobody received the reply yet. A widget ticket can also reach On customer later, when the visitor returns and the widget confirms that they read the reply.

The next inbound customer message moves an On customer ticket back to On you. This is automatic, and it happens on every inbound channel: widget, email, Slack, MCP, and REST. The change writes one status event to the ticket history, with the system as the actor. A second message from the same customer changes nothing more. A ticket on On hold is not affected, because a teammate parked it on purpose.

The My Inbox, My Teams, and Unassigned badges count the tickets that need a teammate now. They count New and On you only. A ticket on On customer or On hold waits on somebody else, so it does not hold a badge above zero. The lists are wider than the badges: a parked ticket stays in the list view for as long as it is active. Read a badge as the work to pick up now. Read the list as everything still open. Do not read a zero badge as an empty queue.

The Undelivered view collects the tickets where a reply did not reach the customer. It shows a ticket with an unconfirmed reply and no email fallback, a ticket whose fallback email is blocked, and a ticket that used all three fallback attempts. This view is organization-wide for every teammate, and not limited to your own team, because a customer nobody can reach is everyone's problem. Work this view directly. A ticket in it needs another contact route, not another reply into the same dead channel. See continuous conversations for the fallback behavior.

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.