How to change the status of a ticket in Inbox

You will learn 

Learn how to manage tickets in your Inbox, including how to: 

• Block a profile
• Snooze a message
• Close a message thread
• Re-open a message thread

Block a profile

If you no longer want to receive messages from a certain phone number or profile, you can block their messages. Any messages from this sender will disappear permanently from your tickets, and you won’t see any new messages they send. There is no way to recover messages after they’ve been blocked.  

1. Go to Conversations > Inbox.
2. Open the ticket from the profile you want to block. 
3. At the top of the message thread, select the 3 vertical dots.
    
4. From the dropdown, select Block profile.
   

Snooze a ticket

Snoozing temporarily hides a ticket from your open messages for a set period of time. Once the time passes, the ticket re-appears in your open message.

This functionality is helpful if you have a complex problem that you need time to solve, or as a reminder to close a ticket later.   

1. Go to Conversations > Inbox.
2. Open the ticket from the profile you want to block. 
3. Click the Snooze button.
   
4. In the resulting modal, select the snooze duration:
   • Later today (i.e., ~3 hours)
   • Tomorrow
   • One week
5. Click Confirm to snooze the ticket. 

Once the snooze duration passes, the ticket re-appears under your Open messages. 

If you want to view your snoozed messages:

1. Select the message status filter
2. Choose Snoozed.
   

Mark messages as unread

To easily come back to a message, mark it as unread. The unread indicator (a blue dot) will reappear on the message.

1. Go to Conversations > Inbox.
2. Open the ticket from the profile you want to block. 
3. At the top of the message thread, select the 3 vertical dots.
    
4. From the dropdown, select Mark unread.

Once you do this, the unread indicator (blue dot) re-appears for this ticket.  

Close a ticket

Closing (also called archiving) helps organize your tickets by moving a message out of your Inbox and into a separate folder. You can still access these messages by navigating to the Closed tab, but they won’t clutter up your inbox. 

Note that when a customer sends a new message after a ticket is closed, Klaviyo either: 

• SMS: automatically re-opens the ticket and it will appear in your inbox. 
• Web chat: creates a new ticket. 

1. Go to Conversations > Inbox.
2. Open the conversation from the profile you want to block. 
3. Click the Close button.
   

Re-open an SMS conversation

If you want to move a previously closed message back to your inbox, re-open it. Only SMS tickets can be re-opened; you cannot re-open a web chat. 

1. Go to Conversations > Inbox.
2. Filter by message status.
   
3. Select Closed. 
4. Click into the ticket you want to re-open.
   • Note: web chats cannot be re-opened. 
5. Select Re-open.
   

The message will reappear in the inbox in chronological order of the last message sent.

Additional resources

• Getting started with Klaviyo Inbox
• Change your notifications for new tickets
• Create an automation