Service Now Ticket Activity Change Notification

[D-a-n_L]

Is there a method, flag, trigger to get notified if there is an activity/change in a ticket. If I send an email to a user from their ticket asking for further feedback on their request I have to completely open the ticket to see if they responded. Is there a way to see the activity changed or a response was posted by looking at the dashboard without having to open the ticket completely. This can be very cumbersome when you have to open each ticket in the queue to see if someone responded when you have hundreds of tickets to parse through. Thank you.

[Community Alums]

You can try to report off sys email table and filter it for emails against the incidents. look for those emails that would have been triggered by an event or notification indicating an update was made against the incident 

[Runjay Patel]

Hi @D-a-n_L ,

you can create one custom field called customer response. Fill the value from inbound action with details like responded by, responded date and message.

you can now bring that field on your dashboard.

Please accept or like the solution if it helped.

[D-a-n_L]

Awesome I will give that a shot and let you know. Thank you.