Mark, the 'Customer updated' and 'Last Customer Interaction' fields can be added to the ticket list view using adaptation mode. In the same way, you can make the fields visible within the ticket itself
Within the ticket a field (checkbox) 'Customer Updated' is available. you can make this visible in the ticket and the ticket overview list in adaptation mode. This checkbox is automatically set when an inbound email is received for a ticket. The fiel...
In the standard configuration, the 'initial review completed' is finished when the ticket changes status from 'open' to 'in process'. So setting the ticket status from Open to In process should fill the 'initial review completed' date.
We had a similar business question as well some time ago. We found 2 options here: (1) use a broadcast message (pop up at logon time for the user), or indeed as you suggested a text home page tile with textual information. Advantage of the broadcast ...