When you sort tickets bu Subject you run into a situation, where subjects are not in alphabetical order. I have wondered this multiple times until now I figured it out.

 

Smartertrack shows subjects as cleaned, what I mean is that for example subject "RE: [12312-123123-123123-123213] Customer has a problem" will be shown "Customer has a problem". This is fine, but sorting does sort tickets by the original subject - not the cleaned one.

 

There fore you will have a ticket list that actually is not sorted by the subject alphabetically. The sorting should sort these by the cleaned subject.