I am trying to help some of our tier 1 technicians help track tickets that were waiting on requestor where the requestor has responded. Right now the ticket just shifts back to in progress but sometimes that can create issues where they miss that email/status change.
Is anyone out there using any creative rules or other ways to keep better tabs on tickets where requestors have responded already? I tried out using a ticket update rule where it looked for any update on a ticket where if it was Waiting on Requestor it would flag it, but that might cause issues when internal updates/comments are added to tickets by a technician.
