I have a problem with being able to filter out all not answered tickets. In Settings > Tickets > Queues I've created a queue and in the Queue Search Criteria block added "Answered => Not Answered". Thus in this queue I can see tickets that were not answered but this works only partly. When a customer follows up with an additional question before we answer him, his comment sets the ticket as Answered and it's removed from the queue. Then the client keeps writing bad things in there but we cannot see any of those...
How can this be fixed? What is the best way to display only the tickets which were not answered?