My Tier 1 team performs the dispatching, call queue, first touch/initial triage for all tickets. I am running into an issue where I can either prioritize new/unassigned tickets higher or assigned/in-progress tickets higher. So I need two templates.

One template for T1 Dispatching that weights the unassigned tickets higher, so the T1 staff covering the dispatching duties/functions at that time can pull those tickets, and if there are none then it will start pulling the tickets assigned to them.

Then a second template for T1 Triage that weights the assigned/in-progress tickets higher, so that the staff I have doing the triage/first touch at that time can pull those tickets, and if they have none assigned to them or are all up to date/waiting on client feedback then they will start pulling new/unassigned tickets.