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.