I have tryed search the forum but couldn't find anything like this.
Sometimes we can't close tickets after we have replied, because we need to write or attach something more in the ticket later on to customer. It's very hard to know if customer replies to the ticket in that case, and it's very timeconsuming opening ticket after ticket..
Is it possible to "mark" tickets as read after we have replied (or a symbol meaning "read" on the little image to the left of the ticket) and if customer replies again it changes to "open" (or a symbol meaning "open" on the little image to the left of the ticket)?
Just a little feature if we are not able to close ticket in the first place.