I would like the option to have all unassigned tickets show up in bold text in the ticket queues.
Often another team will receive a ticket and reply to the customer, which makes the ticket no longer ‘new’, so it’s not bold anymore. Then they will pass the ticket along to my team, and because it’s not bolded I sometimes don’t notice it.
Other teams with much larger ticket queues are much more likely to miss these tickets, and I’ve had to do a lot of extra follow-up.
If unassigned tickets were in bold (or if I had the option of enabling that), then it’s much less likely that any of our agents would fail to notice them.
