Teammates fine new activity on Tickets difficult to identify in the Inbox
When a ticket receives a new response or update, the primary visual indicator is bold text.
This is too subtle for teammates to reliably identify which tickets have new activity. As a result, teammares repeatedly review tickets to determine whether customers or internal teams have responded.
Requested enhancements:
- When a conversation is converted to a Customer Ticket, have the conversation file into the ticket's current state rather than remaining indefinitely in the generic Open inbox.
- Provide a prominent unread/new-activity indicator when a customer or internal team responds, rather than relying primarily on bold text.
Context: Our business workflow is specifically designed to limit the use of snoozing, particularly once a conversation has been converted into a Customer Ticket. We use Customer Tickets to track long-standing or ongoing work that may remain active across an extended period and move through multiple ticket states.