In a view for one of my group, some of the new tickets are being shown as 'new' and assigned to ' - '.
While some are being assigned to the default group 'Support' and set to 'open'.
There doesn't show to be any previous owners so I can't figure out why these in particular are doing that.
Same view, same ticket type and tags and form. Different statuses.
Hey Michelle,
If you click on "Event" you can see the events of the ticket. There might be a trigger or an Agent making these changes.
TYSM that helped. So do tickets just stay as OPENED even if they are no longer claimed by an agent, just in a group?
Correct - Open means that an Agent made an update to the ticket. You can read more about it here https://support.zendesk.com/hc/en-us/articles/4408825550490-Why-does-my-ticket-status-change-to-Open-automatically-
From my knowledge, I do not believe there is a way to change a ticket back to New once it has changed to Open
So, am I understanding this correctly: using a trigger forces the tickets to an Open status, and no longer is considered "New"?
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You're correct trigger and automation makes an update to a ticket like assigning it to a group or an agent which changes the ticket status to open.
Sincerely,