change ticket back to "new from "read"
If a tech reads a ticket it moves to "READ" - it looks like someone has started it, if after reading it it's needs another tech it cannot be set back to "new" so other techs know to look at it.
2
votes
Paul Rose
shared this idea
-
Paul Rose
commented
As an aside - adding other item tags instead of just NEW like "NEW SR SUPPORT" or like would be helpful - this could be helpful for first line support to prompt other support it's their ticket visually on the panel