Unread Ticket Indicator

Feature Guide: Unread Ticket Indicator

We're excited to introduce the Unread Ticket Indicator, a new feature designed to help you manage your ticket queue more efficiently. This simple visual cue provides an at-a-glance way to see which tickets have new activity, right from your main dashboard.

This feature helps you:

• Prioritize faster: Quickly identify tickets with new customer replies or internal notes.
• Reduce cognitive load: No more cross-referencing your notification list with your ticket queue.
• Avoid missed updates: Ensure no new activity slips through the cracks, leading to faster response times.

How It Works

1. What You'll See

When a ticket has new, unseen activity, a small, solid blue icon will appear to the immediate left of the Ticket ID or Subject in your dashboard list.

2. When the Unread Icon Appears

The unread icon will appear for you whenever a ticket update is important enough to generate a dashboard or email notification.

Think of it this way: If an action sends you an alert, it also turns on the icon.

This ensures the indicator highlights all significant activities, such as new customer replies, important internal notes, or tickets being assigned to you.

The indicator is specific to each agent. Your "unread" icon will not affect what your teammates see, and vice versa. This update appears in near real-time, so you don't need to refresh your page to see new indicators.

3. When the Unread Icon Disappears (Marking as "Read")

The icon automatically and immediately disappears as soon as you click on and open the ticket to view its details. When you navigate back to your dashboard, the icon for that ticket will be gone.

Example in Action

1. A customer replies to Ticket #54321, which is assigned to you. This triggers a notification.
2. You look at your dashboard and now see a blue icon next to Ticket #54321.
3. You also see a blue icon next to Ticket #54325 (which just received an internal note, also triggering an alert).
4. You click on Ticket #54321 to read the customer's reply.
5. After sending your response, you return to the dashboard. The blue icon next to #54321 is now gone.
6. The icon next to #54325 remains, reminding you to check that update next.