Wix Answers Help Center
About Active and Inactive Ticket Sessions
New tickets in your account are "inactive" until team members "take" them, making them "active". When a team member performs a "take" action on a ticket, they start an active session, or join the session if another team member has already taken it. The ticket becomes inactive again when a team member ends the session.
Tip:
Use the Split Pane layout to view active and inactive tickets in separate lists. Learn more about ticket lists in One Inbox.
Starting or Joining Active Sessions
Perform any "take" action on an inactive ticket to make it active and start an active session. If another team member has already started an active session, you can join it by performing a "take" action on the ticket.
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Tip:
Select the Taken by Me View to see all the tickets you have ever taken.
Leaving or Ending Active Sessions
You can leave a session if another team member has joined, or end a session if you're the only team member who is active on the ticket. Administrators and team members with permissions can end sessions for all members on a ticket.
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Notes:
- Leaving or ending a session removes the ticket from your screen and takes you back to the ticket list(s). We recommend completing all necessary actions on the ticket before ending the session.
- In the Split Pane layout, if you're the only team member in an active session on a Pending ticket and you select another ticket, a "Done With This Ticket?" message appears. Choose an option:
- No, Keep Session: Keep the session active and remain active in it.
- Yes, End Session: End the session. The ticket becomes inactive and remains in the Pending status.
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