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Mark as read on line-level


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#1 Chris

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Posted 20 December 2016 - 08:50 AM

It would be good to have a “mark as read” option not only on ticket-level but also on line-level.

Why?
If multiple ticket-recipients are contacted via livezilla on ticket-level and these recipients answer, all answers are correctly linked to the ticket. This is correct and once an operator opens the ticket it is hard to see, which answers does the operator not already read.

Solution:
All items / emails / answers assigned to a ticket a marked as not read (same indicator as on ticket-level = bold text on the left side) for the assigned operator. Once e.g. 2 or 3 new answers where linked to an existing ticket, the whole ticket is changing the status, the tickets is marked as un-read and every single item in the ticket will also be marked as not-read.

Thanks

#2 Patrick Keil

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Posted 20 December 2016 - 09:55 AM

Hi Chris,

Thanks for your thoughts, highly appreciated.

Is this information really helpful? Even if a message is marked as read, it's not sure if you can actually remember it. Most of the time you will have to read all recent messages again anyway.

Implementing this means a lot data to be stored and transmitted, not sure if it's really worth the effort.





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