Every conversation in Kora Reply is a ticket, whatever channel it came from. A ticket has a status, a priority, an owner (the assignee), optional labels and a full history, so the team always knows who is handling what.
Inbox views
The inbox has views that help you decide what to work on next:
- Mine: tickets assigned to you.
- Unassigned: tickets nobody has picked up yet.
- Overdue: tickets that missed their first response target, most overdue first.
- All: every open ticket in the workspace.
You can also filter by channel, status and priority, and search by customer, subject, message text or label.
Statuses
| Status | Meaning |
|---|---|
| New | The customer wrote and nobody on your team has responded yet. |
| Open | Your team is working on it. |
| Pending | You replied and are waiting for the customer. |
| Resolved | The question is answered. |
| Closed | Finished for good. |
How statuses move:
- A new ticket becomes Open, Pending, Resolved or Closed when someone acts on it. It never goes back to New.
- When the customer replies to a Pending or Resolved ticket, it reopens automatically, so nothing slips through.
- A Closed ticket stays closed. If the customer writes again, Kora Reply starts a new follow-up ticket instead of reopening the old one.
Priority
Each ticket has one of four priorities: Low, Normal, High or Urgent. Priority sets the first response target (see Response targets), so raise it for time-sensitive problems and lower it for questions that can wait.
Assign a ticket
Assign a ticket to yourself or a teammate from the ticket's details. If two people try to take the same ticket at the same moment, Kora Reply keeps the first change and tells the second person that the ticket was just assigned, so nobody replies twice by accident.
Labels
Labels group tickets by topic, for example "billing" or "bug". A ticket can carry up to 20 labels. To find every ticket with a label, type the label in the inbox search box.
Internal notes
Switch the composer from Reply to Internal note to write something only your team can see, such as context for a colleague or the result of a check. Mention a teammate with @ and their name to bring them in. Internal notes are never sent to the customer: they do not appear in emails, in the chat widget or in WhatsApp messages.
Activity history
Every change (status, priority, assignee, labels) is recorded in the ticket's activity log with who made it and when. Use it to see what happened before you picked the ticket up.
Tips
- Reply first, then set the status to Pending, so the ticket leaves your queue until the customer answers.
- Use saved replies for questions you answer often. See Saved replies.
- Mark a ticket Resolved when the customer has what they need. If they write back, it reopens on its own.