Can you please display a bubble or an icon next to the tickets that are open with the number of replies that this ticket has? or an indicator that this ticket has new messages.
Thank you for your suggestion.
The way it’s set up now is that Tickets change their status to Open when there is a new message, so you can look for this Status as an indicator. That said, we will take what you said into consideration for future updates to improve the visual clarity of Ticket Inbox.
Let us know if you have any other suggestions.
The problem is that tickets can be marked as open even if I’ve sent a reply, so if the agents don’t change it to “Pending” they’ll remain as open forever without noticing the customer reply.
My suggestion is to avoid human mistakes