There is no way of sorting tickets for the ticket who have waited for a reply the longest.
started a topic
almost 2 years ago
We are a company who work across 3 different countries with mails belonging to these countries.
That meanes we cannot use the main feature in freshdesk that is auto assign tickets to an agent. Our workflow depends on that we have 3 different "Mailboxes" for each country and all agents in freshdesk needs to be able to go in and check mails from these 3 mailboxes.
There isn't anyway of sorting through these mails for which customer who have waited the longest. There is a posibility of sorting through "Last modified" and choose ascending" but that is not a sustainable sollution when any change made to the ticket will interfere. We therefor think a feature that could sort through tickets for the one who have waited for a reply the longest is very relevant.
We are of the understanding that freshdesk could be specially designed to our needs and workflow, and therefor we would like a feature that could sort through the tickets for the tickets that have waited the longest for a reply.
I want to second this. I am surprised this has not come up with more users/companies. As more and more teams within our company start to use Freshdesk, such a sort feature will become more and more important. We get at least a hundred tickets and or replies (ad some in excess of three hundred) to each agent every day. We need to be able to accurately tell which is "oldest" with the next response due because if we cant, someone who is anxious for a response could stab themselves in the foot by replying to the same ticket over and over.