A conversation's status tells the team where it is on the way to being answered. You set it from the Status pill under Properties in the context rail, and filter the list by it from the Status filter.
The statuses
| Status | Use it for |
|---|---|
| Pending | Received, nobody has looked at it yet |
| Investigating | Someone is working on it |
| Open | In progress and waiting on your team |
| Awaiting Reply | You have answered and are waiting on the customer (a flag on top of the status, see below) |
| Resolved | Closed with an answer |
| Closed unresolved | Closed without one |
The list's Active filter, which is on by default, shows everything that is not closed.
Awaiting the customer's reply
"Awaiting Reply" is not picked from the pill. Tick Awaiting customer reply next to the reply box before you send, and the conversation is flagged as waiting on them. The flag clears itself the moment the customer replies, so the conversation shows up as needing attention again without anyone touching it. Use the Awaiting Reply option in the Status filter to see everything currently waiting on customers.
Resolve or close
- In the context rail, open the Status pill.
- Choose Resolved if the request was answered, or Closed unresolved if you are closing it without a resolution (a duplicate, a request the customer dropped, spam that got through).
- In the Close Support Request dialog, add a Resolution Note if there is anything worth recording, then confirm.
The thread ends with an event line ("Resolved by name on date" or "Closed unresolved by ...") with your note underneath. Keeping the two outcomes separate is what makes your resolution numbers honest.
Closed conversations no longer show a reply box.
Reopen
Open the Status pill on a closed conversation and pick any open status (Pending, Investigating, or Open). The conversation is live again and the reply box comes back. A customer replying to a closed conversation by email also lands their message in the same thread.