Sorting by when original email was sent. | Community
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Sorting by when original email was sent.

  • February 8, 2023
  • 4 replies
  • 0 views
T

We are facing an issue where customer emails are going into our open tickets queue. Currently, we can have up to 100 open tickets at any given moment and they are addressed based on the order in which they were last updated (oldest to newest).

However, if a customer emails us and we are close to responding to them, but then they reply, their email gets moved to the back of the line because the ticket was just updated. This can be frustrating for the customer as it seems like their email was bumped to the bottom of the queue.

Is there a way to resolve this issue and ensure that customer emails do not get bumped?

 

    4 replies

    Jacob20
    • Jacob20
    • February 9, 2023

    Hi Thomas,

    I would recommend adding the Next SLA Breach column to your views and sorting them by that, so that tickets are listed with the first being the closest to a breach (or having already breached) and the last the furthest from a breach.

    This requires you to have SLAs applied to your tickets, more about that here.

    I hope this helps you out.

    I
    • icemachine
    • February 9, 2023

    When working in an email list it is often useful to start at the oldest email first. You can do this by clicking on the email count and selecting 'Oldest'

    Select any email list and, where you have an accurate count (eg 1 - 50 of 500), hover on the count to see a drop down showing the options Newest and Oldest. This will sort the email in that list by date - newest first, or oldest first.

    Where there is only a estimate (eg 1 -50 of many) it is an indication that Gmail has not yet counted all your email in the chosen list and the sort option will be greyed out.

     

    J
    • Josué14
    • May 2, 2024
    Hey guys, there is no way to fix this using triggers? Like adding a tag with one trigger and putting them in the top of a view?
    Paolo14
    • Paolo14
    • May 7, 2024
    Hi Josué,
     
    Unfortunately, this can't be achieved via a trigger. I'd reccommend trying the suggestion here.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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