The Read Status on an Issue indicates whether the latest Agent reply has been viewed by the end user or not. It can be found by navigating to Issues, clicking on an Issue to open the Issue details, and hovering over the checkmark below the reply.

Please note: the Read Status is the specific change in state, e.g. the word ‘Read’ in the image above. The Read Receipt is the entire log of information, which also includes the Read Status. Every Issue will have a Read Receipt; however, only in-app Issues will have a Read Status.

You can filter Issues by Read Status when conducting an Advanced Search query. To do so, simply use the Field ‘agent_reply’ when creating your search statement. To learn more about Advanced Search, see What is Advanced Search, and how do I use it?