When a requester responds to a ticket, a blue box appears on the ticket screen list saying “Requester Responded”. This box doesn’t go away once an agent opens the ticket and views the response, but it would be nice if it at least turned a different color, like light grey, once an agent views the requester’s response. This would indicate that the response is no longer “new”.
New Idea
Requester Responded Box
+1
+4- Top Contributor ⭐
Good Idea. I’d even just like the option to acknowledge they responded. We currently have to make a note for that message to go away. Which means we sometimes make a note saying “acknowledged”
+6- Top Contributor ⭐
I like where this is going. We would see more value in a different color after its viewed the first time. Having the box there helps keep agents focused on tickets where the requestor is more engaged but having it look different for one thats already been viewed by an agent could be beneficial.
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