Sorting request queue by who last updated the request, agent or requester

[Matt Hadaway]

I would like to be able to sort my queue of assigned tickets by who last responded, myself, or the requester. And of course, I'd like others to be able to do the same. Having your queue sorted in this manner makes it very easy to see which requests need your attention very quickly.

I know the functionality of sorting columns does not exist, but there is a plug in that can make this possible. Has anyone found a way to do this? 

[Meg Holbrook]

One way to do this might be to create an SLA that starts each time a comment is added (by either user or agent) and then sort your queue by SLA time. 

[Matt Hadaway]

Thanks Meg, can you tell me if you would be able to do this only if it was a comment by the user, or would it just be ANY comment?

[Meg Holbrook]

You should be able to distinguish between a comment for user or from user in your SLA configurations. 

[Matt Hadaway]

thanks!