It would be great if Zendesk could bold unread support tickets and also unread replies to tickets, just like an email service would such as GMAIL. Sending an email is not good enough in my opinion as most people receive so many emails a day that it can easily get lost in the inbox.
This particular scenario happened to our team last week, a response was missed and there's no visual indication in the zendesk inbox that there is a new reply from a client. The only way to see this is if you roll over each and every ticket. Seems like this would be a helpful feature to other customers as well.
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