How to see Tickets that require a response
When an agent checks his work he should be able to see a list of tickets that he has to reply to. Currently he can only see if the ticket is closed or open. However the ticket might be open but we are waiting for the customers reply, so there is nothing to do, while others he has to reply to a message.
How can he get a list of tickets where the last message sent was not by the agent but by the customer?