Sorting Options in the Support Inbox
The Support Inbox offers flexible sorting controls to help agents and admins manage large volumes of tickets more efficiently. Sorting enables users to organize tickets based on time and activity, making it easier to spot urgent issues, reduce resolution delays, and maintain SLA performance. Each view supports its own sorting preference, allowing users to tailor their workflow to their current priorities.
Available Sorting Options
Created (Newest to Oldest)
- What it does: Displays tickets with the latest created ones at the top.
- Use case: Ideal for teams that operate in real-time and want to respond to incoming customer queries as they arrive.
- Why it matters: Keeps agents focused on new demand and ensures no new ticket goes unnoticed.
Created (Oldest to Newest)
- What it does: Displays the oldest created tickets first, followed by newer ones.
- Use case: Suitable for backlog clean-up or when agents want to resolve overdue or long-standing issues first.
- Why it matters: Encourages timely resolution of aging tickets, improving customer satisfaction and adherence to SLAs.
Updated (Oldest to Newest)
- What it does: Prioritises tickets that haven’t been touched in a while, showing the least recently updated tickets at the top.
- Use case: Perfect for identifying forgotten or stuck tickets that may otherwise slip through the cracks.
- Why it matters: Ensures every ticket gets attention and that no issue goes unresolved due to inactivity.
Updated (Newest to Oldest) – Default Sorting
- What it does: Sorts tickets based on the most recent update, whether from the agent or the customer.
- Use case: Useful for tracking ongoing conversations, escalations, or tickets that recently became active.
- Why it matters: Helps agents stay on top of tickets that are in motion and require immediate follow-up.
Additional Notes
- All sorting options apply within the currently selected View, allowing users to switch strategies based on the nature of the View (e.g., Open Tickets vs. Recently Resolved).
- Sorting is single-criteria only — the system does not currently support multi-level or compound sorting.
- The selected sorting persists during the session for the same view but resets when navigating away or switching views.