The customer Messages thread shows the conversation status, but it does not provide the staff controls for Resolve or Awaiting client. If you cannot find those buttons, that is consistent with the customer view.
When an issue is fixed, send a short reply confirming the outcome. Identify what now works and whether any question remains. The team can then update the conversation state appropriately.
If the issue is still open despite a Resolved label, explain the remaining problem in the same thread. A status label should not stop you from describing an unresolved result, but do not assume that your message automatically changes every recorded state.
Changing the status filter only changes which conversations you see. It does not resolve, reopen, or assign the selected thread. Use the visible conversation for communication and ask the team to correct an inaccurate status when necessary. This keeps the status decision connected to the actual outcome instead of hiding the issue with a different view.
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