You can check the Activity, or on another name, all the actions happening on the ticket by clicking on the “Show activities” button on the top right hand side. This will change the view from the ticket messages to the timeline of the ticket and its events. You will see here the messages received, then if an automated rule ran or the agent done any action it will list all the changes it made to the ticket – eg adding the tags, setting priority, type and status – and afterwards all event will be listed, like if something is modified, if the email was forwarded, replied to and so forth.

Yellows are notes, or Forwards. Every response on a forwarded message will be marked as “Private note”

In Grey you will see your response and all events that is on the main thread of the ticket.