When you are satisfied that the message you're managing is resolved you can close the message by clicking the green resolve button, you will then be asked to add an optional closing note before clicking the resolve button.
You will not be able to close the message until you have categorised it.
Once resolved, the message is removed from view and can only be accessed by your organisation’s admin account holder or by the member of staff who logged the message.
If, after you have resolved the message, the employee wishes to respond within the same message they can reopen the message by replying again.
Note! Categories in the drop-down list are listed alphabetically.