I've worked extensively in Freshdesk and am used to seeing "the Blues". That's the threads that have had customers send replies on them. A thread with a blue indicator does not change status. Status is shown on the far right end as the second of those three words. In Zendesk, a customer reply changes status from "pending" to "Open". I'd like to assign my own status to a given ticket and not have it automatically change in this way; and I'd like to be notified of a customer reply in some other way. Does Zendesk have such a feature to easily identify customer replies like this?
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