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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

How to know when a customer replied?


When we reply to a ticket and then the customer do we know they replied? Is there no code available that will make that ticket title appear in bold so we know it needs attention. At present they all appear the same even if we replied and are waiting for a reply




  • got it sorted...added an extra db field and then assigned yes/no values. when we reply it makes the ticket appear normal. when customer replies it makes the ticket bold so we know the customer has replied and now we need to action it.

    if we close the ticket it makes it normal. overall a quick visual on how to see if a customer has replied back to our response
  • Can you detail exactly how you did this? Would be extremely useful!

  • You can use this modification: and it will look like this:
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