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Yura Yefymenko
가입한 날짜: 2021년 10월 22일
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마지막 활동: 2021년 10월 22일
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님의 최근 활동 Yura Yefymenko
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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.
댓글 보기 · 2015년 8월 28일에 게시됨 · Yura Yefymenko
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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.
댓글 보기 · 2015년 8월 27일에 게시됨 · Yura Yefymenko
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