So I'm evaluating OTRS to move over to from Request Tracker, and I love the features OTRS has but the biggest thing I can't seem to figure out is that there's really no way that I see to separate open tickets and tickets that just have unread responses. I did notice every once and awhile I'd get a "New Message" Alert at the top of the screen, but it seems to come up at random. I've tried changing the sysconfig settings to have followup responses be set to "new" instead of "open" to see if that would generate the alert to no avail. What generates these alerts? I know I can setup notifications for when tickets get followups, but that only generates an email and how we're operating, we don't look at our email inboxes too often. I'm running 2.4.0 Beta3

The second half of this issue comes into the actual queue views, where unlike Request Tracker, there is no distinction between whats simply open, which tickets have new followups from the customers, and what tickets are open. Other than looking at the state, and even then until i set the followup responses to bring the ticket to the "new" state, I had no way of telling which tickets had followups unless i'm blatantly missing something. Is there a way to rectify this?

Any help is appreciated.

Thanks,

Drew