To make it easier to navigate the ticket communication, the initiation message containing the ticket is marked with a flag icon and the resolution message is marked with a checkmark. Other events in the communication can be flagged in the same way, either immediately when they are created or subsequently when they are edited with the Edit command. You can also unmark them afterwards.

You can also mark events directly on the Communications tab with the Important (flag) or Ticket Resolution (checkmark) marks, or by clicking on the icons below the event user's portrait.

Note:

Only those events in the communication that can be edited can be marked. Only members of the service's solution team can change the mark.

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