On the top of the middle panel of the Messages page, you can perform the following quick actions:
Assign – Use this menu to assign a message to a specific support team. Set up teams in Manage Support Teams.
Escalate – Use the up arrow button to move the message to the escalated queue for review by a manager. Use the gray arrow button to move to escalated and view the next message in the queue automatically.
Close – Use the file box button to close the message thread. Use the red arrow button to close the thread and view the next message in the queue automatically.
Open – If the message is closed, select the envelope button to re-open the message.
