Problem Description: The tickets in the queue with internal/customer update should show up with BOLD fonts and remain that way till it is unread/unseen. 

Suggestion: The fonts of the tickets (Number and Description) should keep on changing in the queue to BOLD and normal with the change of the status (meaning remaining BOLD till it is read/seen with any updates on the issue). The fonts would be in bold till the same is read. This would become easier for the agents to understand which all tickets need replies and have changes that have not been seen.