Helen Hasenfuss

+1. Having a different background colour to identify comments from external users / 3rd party that are not part of the original communication would be really useful. Especially as it's not clear that these comments can't be seen by commenter afterwards. 

Hi Neil, 

Thanks for your response and recommendation re the Views. I'll have another look and see what I can manage. 

Thanks!

Hi,

I have a situation whereby we receive an automated ticket that states: "if another such ticket comes in within 5 mins [of the 1st ticket], urgent action must be taken, otherwise if not: the priority can be reduced."

It'll always be the same organisation so is there any way the first ticket can be marked / tagged that if another ticket is received within this 5 minute period then a specific action is triggered, e.g. Email agents?

It this within the scope of triggers and automations or is there a different way to possibly set this up?

Many Thanks

Helen