I've asked this before, but got no response so I'll try again!

Is there any way you can configure the queues to be ordered by the last updated date instead of the creation date?

We close tickets when we answer them, but we allow follow-ups to reopen them. If a customer replies to an old ticket, they appear at the top of the list ahead of newer queries that were replied to perhaps more recently. We like to respond to each communication from a customer in order, not preferentially deal with those who have followed up older tickets.

What we'd also like to do is actually do searches like 'show me tickets updated in the last 24 hours' but the only date field on the search page is the 'created date'.

If there is nothing out there already, can anyone point us in the right direction as to submit a feature request, or how we may patch it to do that ourselves?

Thanks,

Eirik

Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd