Have you checked these first?
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Help us help you: include your environment details. We've made this easy for you. Use the Copy System Info button in Admin Panel › osAwesome › Diagnostics, then paste below.
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Buenas tardes,
Quisiera saber como desaparece la alerta de nuevo mensaje? si entro al tickets y no respondo nada sigue apareciendo, solo se va si respondo?
Sí, eso indica que hay una nueva respuesta esperando. Se elimina cuando un agente responde.