Inbox Sorting

Date started – Sorts items by the date and time they started. The timestamp in the bottom right corner of each conversation or ticket will be based on the start date.

Last activity – Sorts items based on the date and time of the last activity. The timestamp will be based on the latest activity. Activities include user, teammate, and bot replies, actions like snoozing or reopening, missed SLA events, and notes.

Waiting since – Sorts items by how long a user has waited for a teammates reply. Wait time begins at the start of a conversation or from the user's first message after the last teammate reply. Follow-up user replies, teammate notes, and bot replies don’t affect it. The timestamp on the conversation card reflects this first message. Once a teammate replies, the user is no longer waiting, and these conversations, along with back-office and tracker tickets, move to the bottom and don't display a timestamp.

Next SLA – Sorts items by their SLA targets. This means that items with the most urgent SLA targets will appear first. This sorting method helps ensure that conversations nearing their SLA deadlines are prioritized. Because the SLA time displays on the card in a color coded pill, the timestamp reflects the date of Last activity.

Priority – Sorts items by Priority. Setting the sort order to Descending will put conversations marked as Priority at the top. After items are sorted by Priority, they’re then sorted by Last activity. If you have 5 conversations marked as priority and sort by Descending, they’ll appear at the top in order of Last activity. Everything else will then appear below them, also ordered by Last activity.

Copilot used – Sorts items based on whether Copilot has been used or not. Sorting by descending will put items that have used Copilot to the top.

Created by – Sorts items based on who created them in alphabetical order.

Date submitted – Sorts tickets based on the date they were submitted. Only tickets have a submission date. The submission date may be different from the start date, for example: When a conversation is converted to a customer ticket, the start date is based on when the conversation started, but the date submitted is based on when the conversation was converted to a ticket.

Item ID – Sorts items numerically based on their ID. All items have an ID. This ID matches the ID in the URL for each item.

Ticket ID – Sorts tickets numerically based on their Ticket ID. Ticket IDs are different from Item IDs, and only tickets will have one.

List attributes – Sorts items based on the order of the list options for the attribute. For example, if you have a list attribute with the options Expert, Premium, and Free, in that exact order – then sorting by this attribute will sort items in the same order, either ascending or descending. You can change the option order of each list attribute in Conversation data settings and Ticket data settings.

Boolean attributes – Sorts items based on whether the attribute is True or False. Sorting by descending for any boolean attribute will put items that are True at the top.

Number attributes – Sorts items in numerical order based on the attribute.

Text attributes – Sorts items in numerical and alphabetical order based on the attribute. Sorting by ascending will first sort items alphabetically (A → Z), then numerically (1, 2, 3…). Descending will first sort items numerically (...3, 2, 1) then alphabetically (Z → A).

Date attributes – Sorts items based on the date of the attribute.