a new ticket within previous one was closed?

Before deciding on priority, it’s important to check if the new ticket is related to the previous one. For instance, if the customer is reopening a case or if the issue persists, it might require immediate attention. 

Hi @vixe welcome to our Community! All incoming tickets go through our triage regardless if they have any previous tickets. We want to ensure that any issues you encounter using Zendesk are resolved in a timely manner, and this includes prioritizing issues that completely impede your business over those that don’t. That said, more critical issues will appear at the top of our queue, so we can immediately begin troubleshooting with you in real time. Hope this helps!