Explicit 'close' button
Kathryn Whitenton
showing users a button to specifically let them 'close' a conversation would be very helpful, right now our users often unassign themselves but do not actually close the ticket (despite training on how to use the 'assign' dropdown menu to close a ticket - that seems to be not memorable enough)
Philippe Lehoux
Merged in a post:
Main action: close even outside team inbox
Nicolas North
We use the "unassigned" way of collaborating and even though we don't use collaborative inbox we'd like for the main action to be "close" rather than archive, as if an email is in someone's inbox, it's most likely them who have to deal with it, and when they're done with it, the thread should be closed. There should be an option to make "close" the main action globally.
Philippe Lehoux
Merged in a post:
Closing and archive e-mails in private inbox as in team inbox
A
Are Berg Hjelle
In a team inbox you can press the archive and the e-mail will be marked as closed and archived. You will now find the conversation in your unified mailboxes under closed. In your private inbox you also have the same symbol, but this symbol does not do the same as if you answer mails sent to a team-mail. So if you work in your inbox and answer or archive several e-mails the same button in the same inbox might not do the same.
We would like the archive symbol to close and archive just as the symbol does when you answer a team inbox mail.
Philippe Lehoux
By default the archive action will ask you to archive & close an open conversation.
In a team inbox the archive action closes the conversation.
In Unassigned, the archive action closes the conversation.
In your Inbox:
- if you are assigned to the conversation, the box icon will prompt you if you want to archive & close, or just archive.
- if you are not assigned to the conversation the box icon archives the conversation.
In most scenarios, the archive action is enough.
Nicolas North
Philippe Lehoux: Thanks for your reply, unfortunately this is completely not the case in the "unassigned" workflow type whereby the team inbox is skipped but there is still an assignment flow. This workflow type is - by the way - largely undocumented. We very seldom use the unassigned folder because we're a very small team, and having two places to check for new orders is way overkill for us. That is precisely why we use unassigned, which you yourself mark as good for small teams. The archive action is absolutely not enough as this will leave all of our incoming messages in everyone's inbox. Incoming messages end up in all 4 team members' inboxes via a rule, and whoever takes the assignment by either assigning it, replying, forwarding, makes it vanish from other members' inboxes, as we cannot have 4 people's inboxes cluttered by other people's work. Exactly in the same way that the main action is close on team inbox and unassigned, we should have the same option in inbox, it's a super small change with no implication other than a checkbox in settings, as the close action is already available from the three-dot menu even in inbox. This would otherwise completely break the way small teams can have a single inbox for all their work. Thanks.
Nicolas North
Also, I am not getting prompted to archive and close, not on the desktop and not on mobile. But in any event, being prompted every time would still not be a sane choice, we're just asking for a setting in preferences exactly like for team boxes.
Bruce Burton
Kathryn, just in case this helps ...
We had lots of confusion with closing, archiving and un-assigning.
Archiving left a user still assigned. Un-assigning required a second click to close (or forget) and, based on what I think is the default setting, closing while assigned removes the user but also removes the page from everyone’s inbox whether they’ve finished with it or not.
Now, based on the settings in the attached, clicking the archiving button; closes the page, un-assigns the user but leaves the page in other users inboxes. The sweet spot for us.
Raffaele Viggiani
Some time ago there was a cloce button (and I loved it too).
They sent it off because (if I remember well) a lot of people didn't understand its behavior.