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Problem reported by J Lee - 11/12/2025 at 9:58 AM
Submitted
Hi SmarterTrack Dev

Currently there is no way to sort tickets by Reply Date?  

This should be the SmarterTrack default or, at the very least, an option. 

If someone replies to an old ticket and you miss the email notice, no one sees this new support request, especially if the ticket is old. The default sort date of Idle time will sort it to the bottom. 

J. Sebastian Lee Service2Client LLC 6333 E Mockingbird Ste 147 Dallas, TX 75214 - 877.251.3273
Derek Curtis Replied
11/12/2025 at 3:13 PM
Employee Post
Which "Reply Date" are you talking about: the customer's or an agent's? The default sort order for tickets is by Idle Time -> Ascending, but Agents can change that to sort by Idle Time - Descending and that should persist across sessions. So "older" tickets will be at the top. Would that work?
Derek Curtis COO SmarterTools Inc. www.smartertools.com
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