Step 3: Activate Unread Ticket Tagging

After you place your image tag, please go to Admin->Help Desk Productivity->Automations->Ticket Updates (formerly called Observer):

1. Click on New Rule and name the rule: Unread Ticket Tag.
2. Under When an action performed by select Agent & Any.
3. Under Involves any of these events add Reply is sent.
4. Under on tickets with these properties: Don't change.
5. Under perform these actions: Add tag and name it unread.
6. Click the Save button.

Here is an image of how your Observer Rule should look: