Steve

@... I tried to manage tickets as you suggested by using "pending" The problem is some of the issues I deal with can take weeks to resolve and tickets would get closed before they were actually solved, Then when I received updates new tickets would be created and I would need to click between the current and previous tickets to reassess the situation. 

Now I keep tickets open until I am sure they a solved at which time I set them to "pending." I can easily have over 100 tickets open at a time. The only way I can figure out if I have new comment is to sort by "Requester Updated" and then look to see if the "Requester updated" time is later than the "Assignee updated" time. Even if I am very diligent some new comments on old tickets can get lost among my new tickets. It would also help if tickets kept the "New" status when they are assigned to me, but that is a separate request.

Also, when I sort by the "Requester updated" time, the first sort is by ascending time and I always have to make a second click to sort tickets by descending time. I have to do this multiple times a day and the extra clicks get annoying quickly.  

It would be really helpful if we had a notification or the status was changed to "New" or "Updated" whenever there was an update. Email noitifications don't work. It is too hard to remember emails or toggle between mail and Zendesk. The notification needs to be in channel. If it is not in my ticket view I won't act upon it. The phone app gives update notifications. Why can't the browser experience? 

It would be really helpful if we had notification or the status was changed to New whenever there was an update. Email noitifications don't work for me. If it is not in my ticket view I won't act upon it. The phone app gives me notiifications, Why can't the browser version?