Assignment, status, and routing

Start with an Inbox view for 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 coordinates the work. It does not guarantee that the new owner saw or accepted the ticket.

Use statuses to make the queue easy to read. On you signals active ownership. On customer means the customer must reply next. On hold pauses the active workflow. Closed and Cancelled are end states. When the issue becomes active again, take the ticket off hold or reopen it. Do not close a ticket only to lower the ticket count. When you close a ticket, AI replies also start again.

The list has bulk actions for the tickets you select in the current view, but bulk changes need the same care as one-at-a-time changes. Before you apply an action, make sure that the filters, selected rows, and assignee are correct. When several teammates investigate the same issue, use the presence information in the ticket detail and the internal notes. This avoids duplicate replies to the customer.