On most forwarded tickets, I set the status as Waiting for Third Party and then the ticket reopens when a response is received.
However there are a number of occasions where I cannot trust that I will receive a response and therefore leave these tickets open and use tags to show ‘Waiting for x’ and have this column visible so I can see the status. The problem is, there is no way that I know to see when a forwardee has responded without having to go into the tickets to check.
Is there any way of visually being notified that a forwarded response has been received? Or is there a status change that enables me to see this?
Many thanks
George