Tim Jimmers

Interesting, when I worked at a larger startup (Gusto) we were able to assign tickets to agents, and the tickets would remain "New" until the agent responded. Now using Zendesk at a smaller company, and this is not a possibility. Not sure if maybe Zendesk did a custom build, because Gusto was a large-ish client (or maybe the engineers at were allowed to mod certain behaviors?), but they definitely can build this behavior into their product, seems the little guys are getting screwed as it is highly annoying that "New" tickets get mixed in with other 'Open" tickets that have already been responded to by an agent.