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The ticket has to wait for an answer

Inbox · Mission 4: Reply with Alma

The ticket has to wait for an answer

Send your reply with Send & pending. The ticket leaves your open tickets and comes back as soon as the customer replies.

0:00 / 0:09

Transcript · synced

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Clip from the chapter “The composer” · 1:00–1:10

How to do it · 4 steps

1Write your reply, for example asking for a photo of the damage.
2Click the small arrow next to Send.
3Choose Send & pending.
4When the customer replies, the ticket is back among the open ones.

Practice it: Reply with AlmaTry it yourself in a copy of Wilmo. Nothing is sent.

Asked in other ways

“I'm waiting on the customer, what do I do with the ticket?”
“What does Pending mean?”
“put the ticket on hold”
“How do I get it out of my list until the customer replies?”

Related answers

InboxClose the ticket when the case is settled“How do I close a ticket?”See the answer
InboxHow to adjust a draft before you send“How do I change Alma's draft?”See the answer
InboxThe customer wants to exchange or return“The customer wants a different size”See the answer

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