Possible Queries :
- How can we see tickets listed in the order of the last update on the ticket ?
- I would like to see the last modified ticket on the top of the queue. How is this possible ?
Resolution Path :
- We can direct the agent to the ticket list view page, and choose the option of "Last Modified" under the "Sort By" button to sort tickets based on the last modification done on the ticket.
- Also use the "Descending" option to view the latest ticket on the top.
- However, it is important to note that, it is not always the latest update that is shown in the ticket's "Show Activities" section within the ticket. It could be API related updates, or SLA updates, which could be occuring in the backend of the ticket. All of these are considered as updates, and hence it may appear that it is not actually the latest modified ticket, but when we look at the "updated_at" parameter in the API version of the ticket, we can confirm the same when the last update was made on the ticket. Using this, we can compare the order of the tickets displayed in the list view.
API version can be accessed using this URL : https://domain.freshdesk.com/api/v2/tickets/[ticketID]
In case there is a mismatch, we can raise an L2 ticket to get it checked by our developers.