"Labels & ticket results" in combination with "open and closed tickets"

Let me start by saying that I love Trengo! We get so many messages/questions divided over a lot of social media profiles and email addresses. It's a lifesaver to have this all funnelled into one application.

We sell a product which is a "once in a lifetime purchase". Using a separate CRM is therefor a bit exaggerated and usually just complicates things again. 

When answering these questions I'd like to have an "inbox zero" workspace. However, I'm a bit confused about the whole interface method designed by Trengo. 

Where can I sort and review tickets if I closed them using a ticket result?? For example: hot lead, open lead, cold lead, lost sale etc etc. If that's not possible then I can never reach inbox zero unless I will work with labels and send a final outgoing message?