Monica Turley

@Larry Barker, For several years now, we have found that if we {agent} create a ticket and only have the first comment as the public reply with nothing else, yes, the clock continues to tick for FRT. To work around this, our agents submit the first response as public without a Requester, then we copy and paste the details a second time and submit a second time with the Requester added. This way it stops the clock with the '2nd' submit, which is actually the '1st' response, but it's really only the first email the customer gets. It's not ideal, as the customer's email will show the message sent twice in the email thread, but they do not get the email twice and it stops the clock for FRT purposes. This method also increase our reporting for agent touches, as technically they are touching each of these self created tickets twice instead of just once to send the message, but we've learned to account for that.

This has become an issue for us as well. We currently have 4.2k open tickets and, when needing to address a certain section of a view, the page numbers were an easy way to navigate the abundance. It was hard enough when ZD removed the Sort by Subject feature, now this!? It is a constant negative impact on us having to click 'next' on dozens and dozens of pages to get where needed to start. Please bring back the page numbers!! If you want next/last/whatever, fine, just add the feature and please don't remove what was there.

I really need this feature too! Please make it available as soon as possible! If the views can adjusted, why can't the home page?????