Review and close an issue

Open Inbox → Overview → Team escalations to work on an issue Qyra or a bot handed to your team.

Take the issue

1. Open the Inbox and choose the inbox's Overview.
2. Under Team escalations, find the customer and open Actions.
3. Choose Take this issue. Replying to the customer also records that your team has taken it.

Choose Human only on the conversation when all replies must come from your team.

Review what happened

1. Choose Actions → Review details.
2. Keep What happened, Impact and What they want in the customer's own terms. Leave something unknown when the customer hasn't said it.
3. Choose the closest type and priority. Mark Needs extra care only when the conversation supports it.
4. Choose Save review.

Checked facts and Related records come from the business records behind them. The review doesn't change those records.

Language at handoff shows the language saved when the issue reached your team. The details distinguish a customer request, a saved customer preference and the business communication language. If the reply setting differs, both are shown. Language at handoff not recorded means no usable language was saved; it does not mean the customer chose English. Check the latest conversation before replying because the customer may have changed their preference since the handoff. This display does not change your interface language or translate the customer's messages or documents.

Finish the follow-up

Complete or cancel every promised follow-up before you close the issue. If no follow-up is recorded, check what you told the customer in the conversation.

Use the conversation for customer replies. Notes or replies on a linked ticket stay inside the ticket and aren't sent to the customer.

Close the issue

1. When the work is finished, choose Actions → Mark resolved.
2. It moves to Closed in the last 7 days while you wait to learn whether the customer agrees.
3. When Qcom matches a later message to this issue, choose Customer confirmed if the customer accepts the outcome. Choose Issue still needs work if the same problem continues. If the customer confirmed it during a phone call, choose Confirmed by phone so the record shows how you know.

You can choose Close without confirmation if your team needs to end the wait without claiming the customer agreed.

When you can't complete a step

• A follow-up is still open. Complete it, or cancel it with the real reason, then mark the issue resolved.
• The issue changed while you were reviewing it. Refresh the Overview, reopen Review details and check the latest version before saving.
• You can't see the inbox or change the issue. Ask a workspace owner or admin to check your Support access and private inbox membership.

After any change, reopen the issue to check its status, owner and follow-ups. Mark resolved records your team's outcome; it does not mean the customer has confirmed it. If the save result is unclear, refresh before trying again. Closing an issue does not change a payment, order or booking: make and verify that change in its owning workspace. See Why an issue didn't appear or update.

Related

• About work that needs your team
• Handle a customer complaint
• Why an issue didn't appear or update
• Work a conversation
• Work a ticket