Open or Pending Tickets Moved to "New" Status

3 Comments

  • Nicole - Community Manager
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    Thanks for the feedback, Karen. The "new" status is meant to indicate tickets that have not been touched. I wonder if you might be able to accomplish what you need by leveraging tags and views? 

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  • Karen Lam
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    Hi Nicole, thanks for your feedback! Unfortunately, as we have different roles within our support team, we already have a large number of views, having agents switch between views is already a pain point and for agents that span cross team, we have some challenges with the views being capped at around 10, so toggling to view more creates more clicks. Having more views could be an in-between if there was an easier way to have more views easily visible in the left pane.

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  • Nicole - Community Manager
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    Thanks for the additional detail, Karen. I'll ask around and see if anyone else has any creative ideas for you! 

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