talltim Posted February 2, 2021 Share Posted February 2, 2021 If ticket is updated by the customer or another member of the team, it shows highlighted in blue in the list view until it has been read giving a visual indication that there is more information to review. However a comment on an update does not do this so further information from customer often has a delay in getting noticed. If this a setting that can be changed? Link to comment Share on other sites More sharing options...
nasimg Posted February 2, 2021 Share Posted February 2, 2021 I think this may be related to an issue around email updates not working when the customer updates the portal. See Email analyst when userupdates a call from Employee self service portal - Service Manager - Hornbill Community Forums Nasim 1 Link to comment Share on other sites More sharing options...
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