Status of when customer has read a reply

[Johannes Sebastian]

I would love to have a status of when a customer has read my reply on an Issue.

The customer can read (some of) a reply in Email. So this would only work when the customer clicks on the issue link.

Does this feature exist?

[Jack Brickey]

The issue here is even if they are clicking the link it doesn’t mean they have read your reply. What you can do is to use “respond to customer” placing the issue into “waiting customer” status meant to have the customer comment back. That comment would indicate the at least saw your response. 

[Johannes Sebastian]

Thank you for quick response.

• The status does change, works great.
• But after a large post, I would like an indication of whether the user has begun reading the post or not.

• If the linked was clicked - I would be 100% certain that the User/Issue is not in-active. This would be useful information for me.