I am working on a Helpdesk application in Odoo v16 and have configured POP incoming mail using Gmail (for temporary testing).

Current behavior:

• When a helpdesk ticket is created and a message is sent from the chatter, the customer receives an email.

• When the customer replies to that email, the response is correctly logged back in the ticket chatter.

• So the incoming mail configuration is working fine.

Problem I’m facing:

When there are many tickets, there is:

• No clear notification to indicate which ticket received a new customer reply

• No easy way to sort or identify tickets that were recently responded to by customers

• It becomes difficult for helpdesk agents to know who replied and when

The tickets with the reply should be moved to that top right? So that we would know what is updated...

Is there a way to enable or customize notifications when a customer replies via email? Can we add a filter or sorting option (e.g., “Last customer reply”, “Unread messages”, or “New response”)?

Any guidance, suggestions, or examples would be greatly appreciated.

Thanks in advance!