When new communication (email or note) is added to an agent's ticket, it should stand out more in the ticket list view. This applies whether it was added by another agent, is a private or public note, or a reply to a forwarded email.
In many other ITSM tools, this is commonly achieved by bolding the ticket subject text or changing the background color of the field. The highlight is removed as soon as the agent opens the ticket.
Freshservice only relies on the field ‘State.
