Hi Freya,
From OOB SN, there is no indicator suggesting a ticket is responded by Caller. But you can configure this for future by adding an Indicator (flag or field) or Metric definition which will be set when a Caller is responded back via Comments (usually the case).
It’s a good requirement (rather question). I see scope for wuick help to agents working on tickets.
Regards, Akash
If my response proves useful, please mark it "Accept as Solution" and "Helpful". This action benefits both the community and me.
