I know there are several posts revolving around a similar topic.
But none seem to really fit our problem.
Our Agents are supposed to solve the oldest customer responses first.
Doesn't sound to hard to to create a corresponding view
But, here comes the hard part, lots of our customers use different Email Addresses when answering Tickets and will therefore be set as CC within the Ticket.
Right now we can only sort by:
-Latest Update by Requester
Both options won't really do.
The "latest Update" will include CC comments, but everything else happening within the Ticket will also show up.
The "last Update by Requester" will leave out Agent- and System- Updates (triggers etc.), but CC comments are left out as well.
Right now we use the second option because it is "closer" to what we actually need but still far away from a satisfying solution.
We need a view ordered by the latest update within the ticket not coming from an Agent or Zendesk itself.
Does anyone have an idea how to create such a view, or is it even possible?