Inbox & follow-ups·Beginner2 min read

See who's read a case

Unread cases show a dot in the inbox, and each case shows who opened it last — so teammates don't reply to the same customer twice.

In this guide

Unread cases in the inbox
"Last opened by …" on a case
How it's tracked
Who can see it

Yesoma shows you which cases have been opened and who looked at one last — so nothing slips through unseen, and teammates don't reply to the same customer twice.

Unread cases in the inbox

In the inbox list, a case no one on your team has opened yet shows a small violet dot and a bolder title. Once someone opens it, it goes back to normal weight. It's an easy way to scan for what still needs a first look.

"Last opened by …" on a case

Open any case and you'll see a line under the customer:

👁 Last opened by Ama · 2h ago · seen by 3

It shows who opened it most recently and how many people have seen it.
If you were the last to open it, it shows "You".
For teams, this is the quickest way to avoid two people replying at once.

How it's tracked

A case is marked as opened when you open it (the full case page) or read it in the inbox preview on desktop. Your own view updates right away. Read state is shared across your workspace — it reflects the whole team, not just you.

Who can see it

Everyone in your workspace sees the same read state. It's never shared outside your workspace, and customers never see it.