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Sort Tickets By Last Reply From Agent

  • May 12, 2022
  • 1 reply
  • 0 views
E

Hi,

We're having an issue where customers reply to the tickets chasing us before we get a chance to see their ticket, and with the "Last Updated" sort option, a reply from a customer counts as an update. So each time they reply, the ticket goes to the end of the queue - resulting in a loop where some customers may never get a reply from us as they keep bumping their tickets to the end of the queue before we get a chance to reply to them.

Is there any way to sort the tickets by the last time an agent has replied? And if an agent hasn't replied at all, to still sort them correctly without bumping them to the end of the list each time? 

Many thanks.

      1 reply

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      • Chandra13
      • May 12, 2022

      I believe the closest thing would be the Latest Update by Assignee, but other Zendesk community members may have some other suggestions.

      In the meantime, have you thought about implementing First & Next Reply Time SLAs at all and then using SLAs to sort your Views?

      Those two SLA metrics will calculate the time in which your agent should respond to the customer based on the time between the oldest unanswered customer comment and the next public comment from an agent.

      This helps prevent tickets where a customer continues to write in before an agent has a chance to respond from jumping back down to the bottom of the queue. 

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