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User comments on updates do not trigger colour change in list view


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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?



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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


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