Visual Indicator for AI-Generated Replies in Ticket List

When the “Generate AI Reply” action is executed via automation rules and configured to produce a response visible to the end user, the system correctly adds the reply as a public comment in the ticket. However, this action does not change the ticket status or provide any visual indication in the ticket grid.

As a result, tickets remain in the “New” state without any clear signal that a response has already been generated and is waiting for the customer. This creates ambiguity for agents and makes it difficult to quickly identify tickets that already contain an AI-generated reply.

Proposed Improvement:
Introduce a visual indicator in the ticket list/grid to highlight tickets containing AI-generated replies visible to the customer. Possible implementations:

• New badge: “Upd by AI” (similar to existing “Upd by tech” and “Upd by cust”)
• The badge should appear when:
  • A comment is generated by AI
  • The comment is public (visible to the end user)

Alternative options (if a badge is not preferred):

• An icon column indicating AI activity
• A distinct highlight or color marker on the ticket row
• A filterable field/flag (e.g., “Has AI reply”)

Benefits:

• Immediate visibility of tickets already responded to by AI
• Better prioritization and triage by support agents
• Consistency with existing update indicators (“Upd by tech” / “Upd by cust”)
• Improved workflow efficiency, especially in high-volume environments

Optional enhancement:
Allow automation rules to optionally change ticket status when an AI reply is generated (e.g., move to “Waiting for customer”) in addition to (or instead of) the visual indicator.