There are a few missing features from the classic UI that makes the New UI much harder to use:

• Unassigned being red in the Tickets page. Just adding that splash of colour makes it really easy to identify which ones are unassigned or not.

• Ticket page icons. In the classic system you can easily identify where the ticket originated from with the envelope / phone icons. It adds a bit of context when looking at a ticket to see if someone has already spoken to the requestor, or if it it's an untouched email, so we can respond quickly.

• Autorefresh. Maybe it was a bug when I was using it, but I found that if I had resolved a ticket, it would linger in my queue until I forced a refresh, despite seeing new tickets being added. It's like it only checked to add new to the queue but not remove completed on automatic refreshes, unlike the classic UI.

New Additions that would help

• Customizable view. For example if I didn't want to see the SLA or priority but want to see the source, being able to turn them on and off would help keep the UI clean while letting me choose the info I want.

• Filter by last modified. I can sort by last modified, but sometimes I just want to see how many tickets I've closed on a certain day, so being able to filter last modified by "today" with a status of "resolved" will allow me to keep an eye on todays progress.