Does anyone know of a way to show tickets that have had changes made (e.g. client or agent updates comment etc.) in a queue but then remove from this queue once it has been viewed or actioned. Kind of like how Outlook shows an unread email in a mailbox list
Found the answer, in Automation set up a rule: WHEN Comment added, IF User is a customer ELSE IF User is not a customer, THEN Transition issue Awaiting Support (custom transition & status in our workflow)
Create a queue using JQL statement: status = "Awaiting Support"
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