Yura Yefymenko

1. Community
2. Feedback - Ticketing System (Support)
3. Can we keep the ticket's status as NEW after assignment until Agent manually updates?

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...

• View comment
• Yura Yefymenko
• Created August 28, 2015 02:30
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Can we keep the ticket's status as NEW after assignment until Agent manually updates?

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 priorit...

• View comment
• Yura Yefymenko
• Created August 27, 2015 01:39
• 3 votes