We have recently upgraded to Suite Growth and turned on Messaging with Answerbot.
For tickets that have been replied to after an initial response, we cant see the customer's reply unless we close the tab the tickets on, and re-open it and sometimes there is a delay.
For example, We had a messaging reply come through as only notification on the top right this morning and not in the cue. As you can see in this screenshot the customer had replied. However, when I click on that, it took me to a solved ticket and no reply that I could see from the customer. Our agent Gena had replied via email and solved the ticket but I could not see any of this for quite some time.
How can I be sure our team can see replies quickly to prevent duplicating work , and they appear in the cue and not on notifications?