Updating the case status in the Unibox

In order for the case status to be changed, the user has to be assigned to it. If the Case is assigned to another user, the status will say Reassign. For more information on Unibox, click here. 

To update the case status in the Unibox, select the Case Status drop-down and select the case status. The status will automatically change.

Ongoing: The case needs further resolution. Soft Close: The case has been resolved, but a follow-up may occur. Soft closes will expire and become closed after 24 hours.  Ignore: The case is ignored from being assigned but not closed, so the case is not considered Ongoing or In Progress. Close: The customer interaction that has been ruled as resolved. Once a case is closed, any new interaction from the customer will open a new case.  In-Progress: The case has been assigned to an agent and is currently being worked

Click Add Notes. Enter a note and click Save. If a note is not entered, the case status will not change.