Hi ​@Cara , In the list view, you can add a column called “state”, which will show a tag “requester responded” whenever a user/requester has replied to the ticket (screenshot attached below). Also, add it as the third or fourth column, since it’ll help you to see the state in the same screen without the need to scroll right.

Hope this helps!

​@Nav_in - problem is that I do not believe this works if the customer is actually also an agent. 

Can confirm, you cannot see in a ticket list view if an agent is the customer on a ticket - if they have responded to a ticket. It only changes the state to Requester Responded if they are indeed a requester. But in our environment Agents can also be Requesters. And seems a little odd the Requesters and Agents are split and it is not all under one grouping of All Users with a selection of Requester and Agent as a sub-category. If you are trying to find someone you have to search in both rather than in one person search.

Hi Cara, just to clarify, are the requester and agent same for a ticket at circumstances in your portal ? Since if you have a requester (who is an agent) and ticket agent is someone else, it should show “requester responded” in the ticket list view. Also, the requesters and agents aren’t grouped under a section “all users”, this might a limitation or feature to keep both groups separated. Perhaps you can use the global search, which will show tabs from which you can see if they are under ”requester” tab or under the “agent” tab. You can log this as a feature request by writing to the support team. But the likelihood of getting implemented is quite low.

To clarify, because our agency is so large and is spread out across the state - we have agents as requesters logging tickets to other teams to have access granted, things fixed, processes set up, etc. And sometimes it means agents are the customer themselves but not a requester (as they are an agent).

So if the person working on the ticket (also an agent) emails the ‘customer’ because they are an agent themselves, if they respond to the ticket - it does not change the state to Requester Responded because they are not a Requester. 

We can have the ticket change the status back to Open from Pending but it does not change the state. Therefore, when agents filter their ticket list and prioritise their work based on Requester Responded - it is not an accurate view and tickets may get processed slower based on this State not getting triggered.

I have already logged a feature suggestion based on this issue:
https://community.freshworks.com/ideas/requester-responded-should-be-customer-responded-43428