I have reviewed the knowledge base and have not been able to find an answer.
Here is the scenario:
I have had customer respond but the blue badge of "Customer responded" does not appear beside a closed or resolved ticket.
There are times that I don't want a ticket to reopen, but I do need to see that there was a response.
Also is there any way to sort on so that I can group on tickets where the Customer has responded and the badge is available.