What do different statuses mean?

Statuses show the life cycle of a request in the Brand Embassy. They appear as a coloured label in the header of the post, case or comment. Different customer inquiries can have different statuses. 

When a post or case enters the system it’s automatically marked: 

• New - new request without any reply from the agent. 
• Open - an inquiry already assigned to an agent, but awaiting resolution. Posts are also marked like this when it is a continuation of a previous conversation previously marked ‘resolved’ 

Once a case is in the system, you use progress statuses to keep track of what needs to be done next:  

• Pending - the agent has replied but is waiting for more information from the customer 
• Escalated - the agent has replied but is waiting for more information from another department (i.e., finance, legal, etc) 
• Resolved - an answer has been provided and there is no more to be done. 
• Closed - once the case is closed it cannot be reopened. A new message will trigger a new case. 

Individual messages/comments have the following statuses: 

• New - when it arrives in the system 
• Checked - a message that has been seen by the agent 

NOTE: A post view shows multiple statuses. In the example below you can see the posts' status as well as the statuses of the cases within the posts: