Can we change the behavior of the My Mentions view in the Help Desk tool to show the number of Mentions unread instead of the total tickets with a mention?
- In the example below, I have 3 separate tickets where I have been mentioned.
- I have read them all, but my count is still at 3. I notice that the ticket must be closed for it to go away.
- Also, if I were mentioned again on the same ticket, the count would not go up or down, so it doesn't give any new information.
Request: This View would be far more useful indicating the number of mentioned not yet read, then once read, the number goes down. So, it will help the agent know if there are any messages they may have missed AND any repeat mentions\messages on the same ticket.