Needs Review functionality

In the main inbox dashboard, you’ll find the Needs Review functionality, which allows you to place tickets on hold while keeping them visible for follow-up.

To move a ticket into this status, open the ticket and use the clock icon (“Snooze / On Hold”) on the right-hand side of the ticket details. Select Needs Review as the reason and confirm by putting the ticket on hold.

Tickets marked as Needs Review will appear in the dedicated Needs Review section at the top of your inbox, making it easy to track items that still require action.

You can optionally set a timer to define how long the ticket should remain on hold. If no timer is set, the ticket will stay in the Needs Review section indefinitely.

Only tickets explicitly marked as Needs Review will appear in this section—other on-hold reasons such as waiting for internal action or waiting for a customer will not be included.