Solved Ticket Sort Order
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The default sort order for tickets is Last Replied. It would be handy for us if we could either set a global or agent default sort order or use the last sort order selected (but the the agent). If the later, we'd be happy if it was reset to the current default each session.
Also, most of our responses are Notes, rather than Replies. Last Replied is not impacted by new or updated notes or new forwards. We believe Last Replied should be updated regardless of the response type.
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@pl00 I agree that if user or operator choose a sort order this should be remembered with a cookie or something. At the moment this is not supported and has not been implemented also if I suggest it https://github.com/uvdesk/community-skeleton/issues/465
The UVdesk team introduced the sort for last update that was not present so this is positive but I believe a little bit improvement is needed because the setting preference is lost on all new visit to the ticket system.
If you have feature requests or you wanna report a bug you should use the GitHub page: https://github.com/uvdesk so you and the team can track better the issue.
For generic request you can use this page: https://github.com/uvdesk/community-skeleton/issues
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Generally Notes used for internal communication between agents.
Like if a agent communicates with client and after he do his all work and transfer to another agent then he can write some internal notes on ticket (it will never show to clients and no notification will go either) so that next agent don't need to check all threads of ticket and can take idea what need to do next from notes.
If you would like to make it short using notes then need to make updates in code part.
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I rolled two requests/comments into one post - sorry. To restate them both, but separated.
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I appreciate the difference between a reply, a forward and a note. However, all three, IMO, constitute an update to the ticket and should change the updated_at column of the ticket and therefore impact on the sort order (currently called Last Replied).
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I'd like the selected ticket Sort By: to be either sticky or use a global default.
In this context
- Sticky means using the last Sort By selection each time I return to the Ticket Screen.
- A Global Default allows me to select, say, By Ticket Id Descending and this sort order is used each time I return to the Ticket Screen.
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@pl00 I agree that if user or operator choose a sort order this should be remembered with a cookie or something. At the moment this is not supported and has not been implemented also if I suggest it https://github.com/uvdesk/community-skeleton/issues/465
The UVdesk team introduced the sort for last update that was not present so this is positive but I believe a little bit improvement is needed because the setting preference is lost on all new visit to the ticket system.
If you have feature requests or you wanna report a bug you should use the GitHub page: https://github.com/uvdesk so you and the team can track better the issue.
For generic request you can use this page: https://github.com/uvdesk/community-skeleton/issues
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Topic has been marked as solved
peopleinside
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Inter-agent notes.
It might be that an agent communicates with the client, then transfers the ticket to a new agent and writes some internal notes (which will never be visible to clients, and there will be no notification sent either), so that the next agent will not have to check all threads of the ticket.To shorten it with notes, make updates in code.
