In platform alert when ticket updated with notes from customer

[Blue]

Is there a way to highlight or identify a ticket when the customer updates the ticket with notes via a reply to the email sent from the platform? Either by color, alert or some other method to notify the Service Desk rep that the customer replied via email with additional information?

[Hanna_G]

Hi @Blue,

This could be resolved at a process level: 
When the Service Desk asks for more information the Incident gets put into On Hold - Awaiting Customer. 
An update to that Incident would then take it Off Hold and back into Work in Progress, 
So a Dashboard, Workspace Widget, Report or List of records that are new or work in progress would allow the Service Desk to see this. Further filtered by date, update time, updated by etc as required.