Something I have noticed which is causing some problems within my company:
Scenario:
- Customer A initiates a ticket via email with Customer B as a CC recipient.
- Agent responds to the ticket. Customers A and B receive email.
- Customer B responds to Agent's message.
When Customer B responds to the Agent's message, the blue "Customer Replied" label is not applied to the support ticket in the Agent's Tickets display. I think this is because Customer B was not the initiator of the ticket. Shouldn't the Agent be notified if Customer B replies to the ticket? Their reply is often just as important as Customer A's.
I would appreciate you looking into this issue.
-Martin @ Spinnsoft