Review the whole thread
Open the ticket and read from the oldest relevant message through the latest response. Check customer context, channel, participants, and internal activity before writing.
Take the next action
Claim or assign the ticket when ownership matters. Reply in the composer, attach only useful files, and leave internal context where the customer should not see it.
Resolve with confidence
Use pending when the team is waiting and close only when no action remains. A new customer response can bring work back into view, so write a final reply that makes the outcome clear.