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Jamie S's Avatar

Jamie S

Joined Sep 03, 2022

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Last activity Sep 03, 2022

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Latest activity by Jamie S

Jamie S commented,

CommentTicket basics

Hi Zendesk! Thanks for describing the default display ordering of the tickets! Is there any way to change the display order from Requestor Updated date (oldest first) to Request Submitted date (oldest first)? Keeping the First Response metric low, and Time to Resolution metric low, requires sorting open tickets by *submitted* date, so the ones that have been open the longest get worked on first, without punishing (or prioritizing) customers who try to "bump" their thread for visibility.

It's a normal behavior to send a "bump" message when a recipient is unresponsive, since most email clients move the newest messages to the top. Zendesk moving these to the bottom rather than the top might make sense, but it is not a behavior the customer expects or understands, as it's opposite to their usual email communication experience. It also ensures that very engaged customers may never receive assistance while the most passive customers are served first.  Urgency is a key reason people become more engaged, and this system behavior literally penalizes urgent issues for being urgent, or anxious people for being anxious, while prioritizing issues that have less customer engagement, just because they have less customer engagement. In my opinion, inverse-recency of customer update (rather than agent update or issue submission date), is a bizarre way to rank requests.

Please can you let me know if there's a way to sort the tickets by Submitted date or Agent Updated date rather than Requester Updated date? Thanks!

View comment · Edited Sep 03, 2022 · Jamie S

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