Changing status
Threads can be in one of 3 statuses:
TodoSnoozedDone
When you log into Plain you can filter threads by these statuses.
When threads are created they default to Todo.
To change a threads status you need an API key with the following permissions:
thread:editthread:read
Mark thread as Done
When any activity happens in a thread, it will move back to Todo.
Unlike traditional ticketing software, we expect a ticket to move between Todo and Done a number of times in the course of helping a customer. This will not break or influence any metrics. Done in Plain means “I’m done for now, there is nothing left for me to do”.
Snooze thread
You can snooze threads for a duration of time defined in seconds.
When any activity happens in a thread, it will be automatically unsnoozed and move to Todo. Otherwise threads will be unsnoozed when the timer runs out.
Mark thread as Todo
This is useful if you mistakenly marked a thread as Done or snoozed a thread and want to unsnooze it. Otherwise just write a message or do what you want to do and the thread will be automatically moved back to do Todo.
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