On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote:

...

...

Let's say a customer replies, so I have a "New Message" waiting for me. Let's say that I'm not going to reply right away, but I'm also not going to close the ticket.

How can I make a message not keep telling me it is new without replying to the customer?

Try using the 'Pending' functions.

Jepp. Or just add a note (the last article need to be from you).

It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars