When a ticket is transferred, for example from First Level Support (responsible for direct contact with client) to Technical Support, it often seems the case that when Technical support responds with an internal message, the First Level Support transferer does not get a notification. When there is a large number of open tickets the only way to determine if there has been an internal response on any ticket is to go through each one - very time consuming.
In addition to receiving a notification, it would be useful if a ticket was "flagged" on the list of open tickets to indicate updated information - either from the client or a new internal message has been added.v1.8.0.1