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 can I not set a ticket back to New?
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 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. You create them in Admin Center under Objects and rules > Tickets > Ticket statuses. Put it in the Open category, call it what your team calls it, and it behaves correctly in reporting while giving agents the word they want.
The Open category is not just the sensible choice, it is the only near one: Zendesk does not let a custom status sit in the New or Closed category at all. So there is no way to build your own version of New either.
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