It is quite common for our customers to send multiple requests on any given day. Now, in the thread view, multiple open tickets by the same customer are indicated in a small icon to the left of the customer sidebar, which should in theory address the issue. The problem is that even though our agents are aware of the issue, it so happens quite frequently that this icon is overlooked and agents only realize that a given customer has written several times when it is too late.
It would be great if the design of the icon could be changed slighty to make it easier for agents to take notice when there are multiple open tickets by the customer at hand. A slight adjustment such as using a more eye-catching colour might be sufficient to do the job.
Thank you & all the best!