Hi all, Questions from my agents ... 1) Follow up Is there a way on the dashboard and/or the ticket view to have an icon or smth to show you that a customer has made an answer to a ticket? I know agents can specify a notification for follow-up, but what if they put no in this parameter. ??? 2) sorting of tickets Is it possible to filter ticket not by age but by last action made on the ticket? Question from me : Where can we change the sort made by default (age : from older to newer) on the ticket view in the sysconfig ? I don't remember where is that parameter !!! MANY THANKS IN ADVANCE ! Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier@wipo.intmailto:Philippe.Martignier@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.