Assignment, status, and routing

Start with an Inbox view that matches the work you own: your inbox, unassigned tickets, a team, or a saved view. Filter by status, source channel, team, or assignee to focus the list. Teammates with Inbox assignment permission can assign a ticket to the right person or team. Assignment is coordination, not an automatic guarantee that the new owner has seen or accepted the work.

Use statuses to make the queue legible. On you signals active ownership; On customer signals that the next response is expected from the customer; On hold pauses the active workflow; and Closed or Cancelled are terminal states. Take a ticket off hold or reopen it when the issue becomes active again. Avoid closing a conversation just to reduce a count—closing also lets AI replies resume.

The list has bulk actions for selected visible tickets, but bulk changes deserve the same care as one-at-a-time changes. Confirm the filters, selected rows, and assignee before applying an action. Use the detail presence information and internal notes to avoid duplicate customer responses when several teammates are investigating the same issue.