Depending on your configuration, you can already see who responded the last time - not the names, but you can see if it was the customer or an agent.When you enabled the "answered" queue (Enable here: Admin panel -> Settings -> Tickets -> Answered Tickets), osTicket behaves like this:- New Ticket -> Ticket goes to Open queue- Agent answered the new ticket -> Ticket goes to Answered queue- Customer replies to the agent -> Ticket goes back to the Open queueSo based on who responded the last time, the ticket is either at the answered or the open queue which helps a lot, when you usually put the tickets into the "Answered queue" by replying to the ticket. When it then appears back at the "Open queue" you know that the customer replied ;)