Lars Jørgensen wrote:

What actions do an agent need to perform to remove the "New Message!" status on a ticket? Apart from closing the ticket. Our agents would like to remove the "New Message!" on tickets where they have already seen the message but are unable to do anything about it at the moment.

We set a 'pending reminder' on the ticket and specify the date we expect to be able to do something (or get back to the customer for an update or more information for instance). Nils Breunese.