Sort Tickets By Last Reply From Agent

1 Kommentare

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    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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