Unread indicator
What the unread dot means
A small blue dot to the left of a ticket means it is unread for you: it has new activity you have not looked at yet. The dot is personal. It reflects what you have seen, not your teammates, so clearing your dot never changes what anyone else sees.
The matching sidebar count turns blue when a view contains unread tickets, so you can spot where new activity is waiting without opening every view.
Where the dot appears
The dot only shows in your personal views, where "new to me" is a useful signal:
- My Open: open tickets assigned to you.
- My Waiting: waiting tickets assigned to you.
- Watching: tickets you are watching.
It deliberately does not appear in the workspace-wide views (Assigned, All, and the Open, Waiting, Closed, Spam status views). Those list the whole team's tickets, most of which belong to your colleagues, so a personal "I haven't seen this" dot there would mark almost everything and tell you nothing. Read state is tracked only for the views above.
How a ticket becomes read
A ticket clears its dot for you automatically when you:
- open it, or
- reply to it or add a note.
Because read state is per-agent, opening a ticket clears your dot only. A teammate who has not opened it still sees it as unread in their own views.
How a ticket becomes unread again
When new activity arrives on a ticket after you last read it (for example, a customer replies), it becomes unread for you again and the dot returns.
The count on the browser tab
While your My Open view has unread tickets, the browser tab reports them in two ways, so you can tell there is new work waiting without switching to the tab:
- The tab icon carries a red badge. Up to nine unread tickets it shows the number, beyond that a plain red dot, since a two digit number is not readable at tab size.
- The tab title is prefixed with the count, as in "(12) Tickets". This one is never capped.
In Safari you will only see the title count. Safari reads a page's icon when the page loads and never looks at it again, so the badge cannot update while you work.
The tab follows My Open only. Waiting and Watching hold follow-ups rather than new work, so including them would light up the tab most of the day. While the tab sits in the background, There There checks for unread tickets every 30 seconds, so the count can be up to half a minute behind.