How to change the status of a ticket in Helpdesk

You will learn

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

• Block a profile
• Snooze a ticket
• Mark a ticket as unread
• Close a ticket

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 Service > Helpdesk.
2. Select the All tickets view.
3. Open the ticket from the profile you want to block.
4. At the top of the message thread, select the 3 vertical dots.
5. 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 Service > Helpdesk.
2. Select the All tickets view.
3. Open the ticket from the profile you want to block.
4. Click the Snooze button.
   

5. In the resulting modal, select a snooze duration.
6. Click Confirm to snooze the ticket.

Once the snooze duration passes, the ticket re-appears as an Open message, either in the My Inbox view or the Unassigned view, depending on the ticket's assignment.

If you want to view your snoozed messages:

1. Select the All tickets view.
2. Select the message status filter in one of your Inbox ticket views. By default, this is set to Open.
3. 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 Service > Helpdesk.
2. Open the ticket that you want to mark as unread.
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.

Once a ticket is marked Closed, it cannot be reopened. If a customer contacts you again, a new ticket is created. This means the same customer can have multiple tickets in your Inbox. However, if a customer responds within 3 days of the ticket closing, the existing ticket is reopened.

To close a ticket:

1. Go to Service > Helpdesk.
2. Open the ticket you want to close.
3. Click the Close button.
   

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