NEW and OPEN whats the difference?

Hello, what is the difference in statuses NEW and OPEN?

Hi there, have a look at this user documentation about ticket states:

https://user-docs.zammad.org/en/latest/basics/service-ticket/settings/state.html#whats-the-difference-between-new-and-open

2 Likes

Answer is:

  • On a new ticket, the customer still hasn’t received her first response on the issue.
  • On an open ticket, the customer has received an initial response, but the issue still hasn’t been resolved.