New
The New view holds every ticket without an owner — the queue that needs attention first.
New shows every active ticket that is not yet assigned to anyone.
It is the only view where work has no owner, which makes it the first place any agent or manager should look.
New means unassigned. A ticket leaves this view the moment someone is assigned — even if nobody has replied yet. It is about ownership, not about whether the customer got an answer.
What You See
- Every ticket is unassigned
- Rows carry an amber left edge
- Each row shows the customer, ticket number and title, last message and time
- The person + button on the right assigns the ticket to you instantly
Assign a Ticket to Yourself
The fastest route does not require opening the ticket at all.
Hover the row in the New view.
Click the person + button on the right of the row.
The ticket moves to Mine and disappears from New. A system note records that you took it.
You can also open the ticket and use the Assign to me bar shown above the reply box.
Assign to Someone Else
Open the ticket from the New view.
Click the dropdown next to Assign to me, or open the Ticket Details panel and click Change under Assignment.
Pick a team or an individual. Availability (online / offline) is shown to help you choose.
The ticket is assigned immediately and moves to that person's Mine view.
Why Replying Is Blocked Here
Until a ticket has an owner, the composer is replaced by an Assign to me bar.
This is deliberate: it prevents two agents answering the same customer at the same time, and it guarantees every conversation has someone accountable for it.
Keeping New Empty
New works best as a queue you actively drain:
- Check it frequently — a ticket sitting here has nobody watching it
- Assign first, investigate second; ownership can always be changed later
- Route to a team when you are not sure who should handle it
- Use auto-close rules so genuinely dead tickets do not pile up
Related Pages
- Open — the full active workload
- Mine — what you picked up
- Assignment & Reassignment