A ticket's status tells you, and everyone else on the team, whose turn it is. Getting it right is what stops a guest waiting on a reply nobody knows they are owed.
The four statuses
New. Received, and not yet opened or answered by anyone.
Waiting for guest. You have replied and are waiting for the guest to come back.
Waiting for us. The guest has replied and it is your turn.
Solved. Resolved or complete. Tickets can also be closed automatically after a period with no activity.
Filtering by status
Above the ticket list sits a row of tabs, each with a count: All, New, Waiting for us, Waiting for guest and Solved. Select one to narrow the list to that status.
The tabs apply to whichever view you are in. Open a team, a property or a colleague from the left menu and the tabs filter that list, not the whole Inbox.
"All" does not include Solved
This one catches people out, so it is worth stating plainly.
The All tab means everything still open. It adds up New, Waiting for us and Waiting for guest. It does not include Solved.
On a busy account the difference is dramatic. An Inbox showing All 130 can easily be sitting on tens of thousands of solved tickets, because Solved accumulates for as long as you have been using Bookboost and nothing ever leaves it.
So All is the number that tells you how much work is outstanding, which is usually what you want. If you are looking for a ticket you dealt with last month, go to Solved or search for it rather than expecting All to hold it. See Find a conversation in the Unified Inbox.
What this does not do
Snoozed is not a status. Snoozing sets a ticket aside without changing its status, which is why Snoozed does not appear in the status tabs — it has its own entry in the left menu instead. When a ticket wakes up it returns to the status it had before.
Status is not assignment. A ticket marked Waiting for us still needs an Operator on it. Status says whose turn it is, not who owns it.
Status is not priority. Priority is a separate label you set yourself and can filter by. See Ticket details and guest information.
What to do next
See Actions in the Inbox for assigning, snoozing, solving, and archiving, or watch the three-minute video on Inbox workflow and statuses.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.