Is it possible, when a new ticket enters the queue, as well as during a re-open and when the user replies to his ticket, that this ticket is then marked BOLD or highlighted in the queue? That way you can see immediately that something is up to date.
No, this can't be done out of the box. However you could sort your queue by using the updated field. This way you will have all new updated issues on top.
Yes, I know what you mean, but unfortunately there isn't anything. Another thing you could do is create a queue with the most recent updated tickets. This queue will be dynamic.
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