8 Apr
2003
8 Apr
'03
8:15 p.m.
One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT