We would like to be able to create Ticket queues/views in HelpDesk that we can define the sort order of the tickets displayed when creating the view. This ensures all Reps are seeing the tickets rise to the top we want to stand out to them when first opening the view.
Its highly important for our business to quicly and effectively address tickets in an order based on certain criteria we can define.
Our Support team needs the ability to set a default sort on ticket queue views in Helpdesk. We have contractual obligations to customers around first response and resolution SLAs that if we do not meet the SLA there can be financial penalties. Without the ability to set a default sort in our team ticket views we are relying on each individual user to properly click and sort the ticket view to meet our contractual obligations. This will become a burden to monitor and enforce as the Support team grows. It should be that when creating a ticket queue view you have the ability to set a default sort. Users can still click on columns to sort in the view if they want or need to sort different than the default, but there should be a setting to default to in order to adhere to contractual SLAs or Support team SOPs.