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Off Hold Colour


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Currently, when all tickets come off hold and the analyst it's assigned to hasn't yet opened it, the tickets have a yellowy-orange colour.

We'd like there to be some colour coding added to the off hold process, especially for when calls come off hold following a customer email, or a customer update via self-service.
There's no preference regarding the colour, but if the colour was different for these scenarios, this functionality would really help us determine which calls need to be prioritised.

Our queues tend to have a large volume of tickets and the reasoning behind this request is to better manage the workload


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