If you mark a ticket as “Waiting on Requestor” (you can toggle this on while writing a comment), it will automatically switch the status back to “In Progress” when they respond. To my knowledge, that’s the best option.

It would be nice to have an indicator on the list view that shows when there’s a new/unread comment - similar to how unread emails show in your inbox in bold like you mentioned.

This is similar to what I do. I have the following views

0 - Unassigned
1 - Needs Action
2 - Waiting on Action
3 - My Closed Descending
4 - In Progress For Others
5 - All Closed Descending.
 

the thought is they come in 0 - Unassigned. they then go to either “1 - Needs Action” for lets say I’ve realised I need to gather more info before replying or I have to do something ASAP (They stay as In Progress) or they go to 2- Waiting on Action. This is where Waiting on Vendor, Scheduled, Waiting Response Live. If they reply It drops them back to 1 - Needs action.   

++1 to the unread comment idea though!

@UCortes 4101342 sths Thank you for submitting your question to our Community! 

Here is an idea to upvote about sorting by requestor response so it would be easier to see those notifications. 

Love seeing @jclark16 and @Kpeers responses here! Love to see the collaboration! 

I would like to see an icon that shows replies and replies that are unread 

Something like this… 

Hi Hannah, 

Do you know if there is any progress on this? Or if it’s a feature that already exists? 

@UCortes 4101342 sths Thank you for submitting your question to our community!  

Currently, the idea linked above is still open, and there is no update to provide at this time. 

Hi Thanks for responding. We still find this a major achilles heel for us. We are often late responding back for folks because there is not an easy way to distinguish whether someone has responded or not. 

If no new features have been added, are there some workaround for this? 

@UCortes 4101342 sths At this time, I have no update for you. You have all notifications turned on within your options correct? 

@UCortes 4101342 sths At this time, I have no update for you. You have all notifications turned on within your options correct? 

 

I did not. I went ahead and enabled it. Hopefully this helps. It would still be nice to be able to view when a new ticket is updated graphically in the user interface. Our old ticketing system bolded the ticket every time a user reponded which would alert us that we needed to follow up. Currently, I have to look at the status and with a lot of tickets, it takes so long and it just doesn’t work for us. 

@UCortes 4101342 sths I totally understand that as well. I could not imagine my email inbox or community notifications if not in order of most recently responded.