Understanding the Ticket List

• Closed and Locked - Choosing this option will mark all selected tickets as closed and prohibits the customer from reopening the ticket. This option is best used if a customer has a tendency of reopening existing tickets when new tickets should be created. However, it's also the best way to ensure that you're getting solid, reliable report data for SLA management. Re-opened tickets and artificially inflate metrics such as Idle Time, Total Reposonses, Agent Workload and more. Note: If the ticket message is bounced, the ticket will return to active status. For example, after responding to a ticket, an agent may mark the ticket as closed and locked. If that ticket response is undeliverable, the system will receive a non-delivery report and the ticket will revert to active status.

• Pin Ticket - Choosing this option will ensure that the ticket will not be                    assigned to another agent. A pinned ticket will remain assigned to you even if you                    log out and hand-off your tickets. If a ticket is pinned, all correspondence relating                    to the ticket will be assigned to you, reglardless of your status. Note: If the administrator                        enables automatic ticket rebalancing, pinned tickets may be reassigned.