Plan requirement
| Subscription | Any plan |
| Access | Agent |
New is the status a ticket has before anyone touches it, and Zendesk does not let you put it back once that has happened.
Why not
New means nobody has looked at this yet. Once an agent has, that is no longer true, and letting the status say otherwise would make every first-response figure meaningless.
What people actually want
Almost always one of two things, and both have a proper answer.
- Put it back in the queue for someone else. Clear the assignee and leave the group. It returns to the unassigned queue, which is what New was standing in for.
- Mark it as needing a fresh look. A tag, or a custom status such as Needs triage, does this and shows in a view.
The custom status route
If your team genuinely needs a state meaning "seen but not started", that is what custom statuses are for. Create one under the Open category, call it what your team calls it, and it behaves correctly in reporting while giving agents the word they want.
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