Yura Yefymenko

Yes I agree with Heather.  My explanation was not really clear.

 

I think the easiest analogy to make is a call center queue.  Just like a call center we have several queues that the ticket will be escalated through.  All tickets always go to level 1, and then depending on the type and complexity of an issue, will be escalated to higher levels.  So level 2 and up only see tickets that have already been touched by an agent.

 

In order to be able to distinguish at a glance, which are fresh tickets that have been escalated from the lower queue and tickets that are already being worked on, the NEW status would be needed.

 

Yura.

In our case, we have different levels of support.  So when level 1 escalates/assigns a ticket to level 2, we need to know that this ticket is NEW in level 2 queue.  NEW tickets get a higher priority than OPEN tickets, so in my opinion it's an important distinction to make.

 

Yura.