Better way to manage requests

Gui Ávila

Hi,

I'm having a hard time to find the issues (requests) that has new comments from customers. With automations, when an issue is in status Waiting customer and the customer replys, automatically changes to Waiting support. So I always check my custom queue that shows all issues in status Waiting support.

But if an issue is in status Progress and customer replys, the status does not change (which is correct, it should not change). But then, how I will know there's a new comment from customer?

Like email, is there a way to check "new messages"? No matter in which status, how can I see all new customer's comments?

Thanks!

Gui.

Brant Schroeder

Gui,

I would just suggest updating the automation to include In progress so that all comments are from a custom follow the same process and there is no confusion on responses from the customer.