I was wondering if there is any way to have a sort of color or mark on the agent view of tickets based off the current 'reply time'. For instance if the ticket does not need a reply for 8+ hours there would be a green tick associated with the ticket. If it requires a reply within 8 hours a yellow, and if it is overdue for a reply a red tick.
I think this would help simplify the view on the agent, prioritize, and keep track of tickets if you have different reply requirements for different tickets.
Something similar to this? Please let me know if you have anything similar! TIA
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