Hi
Freshdesk does show a blue "Customer responded" flag when a customer has responded to a ticket, but strangely this only seems to happen the first time the customer responds.
After the first time, the only way of telling who responded last is to read the detail of the ticket, which will say either "Agent responded" or "Customer responded" xx time ago, and so be able to work out that if the last response was the customer then the agent needs to respond.
Would it not be possible to have the blue "Customer responded" flag whenever the customer was the last to respond to a ticket, not just the first time? This seems really obvious to me so maybe there is a setting that I have incorrect?
Thanks.
