Display whether a client has seen the ticket - Unsure how that'd be done with emails, Maybe add a pixel?
Essentially so we can see a message has been received and read by a client
A pixel would be unreliable, most mail clients block loading of remote images.. but I am not opposed to the idea. It may be helpful to see when the client last read the ticket in the UI or via email if they accept the pixel. I imagine we would display this status somewhere in the ticket.
I would suggest tracking the users view of the ticket (non mail(client-ui)and then adding the option to transition to a specific status. With mail, i would just treat that as "unseen". Right now blesta can track last online. And i suspect every time a ticket is viewed in the "support-manager" you could do a comparision if $reply_id was seen before by $client => if not just add a tracking entry)
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