Service cases; how to get notified about new items in Timeline

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Posted on by Per L

Hi all

We have recently started to roll out CRM to our support teams. A service case is created based on a web form posted on our sites. No problems with that, but working with a case when new emails arrive to the Timeline of the case is difficult. New "case emails" turn up in the the view "Case emails available to work on", but it is tricky to get the context and timings.

Is there a feature hidden somewhere that instead "lights up" the case again since there is new stuff to take care of? I would like to see such a flag or indicator in the case list, NOT in this separate email view. Is that possible?

Thanks in advance

//Per

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Service