Hi all, I'm new to RT. I've setup OTRS at my last company, and it was very useful. However, I like some of the RT features, and would like to be able to use it instead.
One thing I need is to be able to see clearly on the Home screen / Dashboard is when a new reply to an existing ticket enters the system via email. It's clear when there is a new ticket in a queue, but there is no indication when a ticket has a new email reply. There are times when an issue is pending a customer's reply. If there is no clear way to see these replies on the home screen, that's kind of a show stopper. I think that is the only thing I miss from OTRS. Is there any way I can configure this? Should I be using RT differently? I'm all ears. Thanks! Simon -------- 2011 Training: http://bestpractical.com/services/training.html
