Purpose 

This article defines the difference between UnReplied cases and Last Outbound message.

Summary

Customers can understand their agent and customer replies in this case.

What is the difference between Un-replied cases, last outbound and last inbound message?

• Un-Replied cases: refers to the cases where there is no action taken in the case where the agent hasn't sent any response to the customer after the case was created.

• Last outbound message: refers to the last email sent to the customer by the agent in the case.

• Last inbound message: refers to the last email sent by the customer in the case.

You can see these Un-replied Cases, Last Outbound Message, and Last Inbound Message lists in the Backlog page in SupportLogic. If you are unable to see these lists, you can create one in the backlog section. Please follow the below steps to create a new list.

1. Select Backlog in the WorkSpace
2. in the upper right-hand side of the page, click Create New List
3. Create a filter name and proceed with next option and select the filter which you want to add (UnReplied cases, Last Outbound message, last inbound message)