How to Sort Tickets in BoldDesk

Sorting tickets in BoldDesk helps agents organize and prioritize work efficiently. You can either set the default sorting for a ticket view (affecting all agents) or change the sorting for your current view only without impacting other agents. This article explains both methods.

Please refer to the video below for a quick walkthrough:

Method 1: Change Sorting for the Current View Only

If you want to temporarily change the sorting of tickets in the view you are currently using (without affecting the default view for other agents):

Navigate to the Tickets module and open the desired view.
Click the Sort option at the top-right of the ticket list.
Choose your preferred Sort by criteria:

Sort By Criteria and Descriptions

Sort By Option	Description
Created	Sort tickets by their creation date.
Modified	Sort based on the last modification date.
Replied	Sort by the most recent reply activity.
Response Due	Sort tickets according to their response deadline.
Resolution Due	Sort by the resolution deadline.
Priority	Arrange tickets by priority level (e.g., High, Medium, Low).
Status	Sort based on ticket status (e.g., Open, Closed, Pending).
Requester Responded	Sort tickets where the requester has responded.

Select the Sort order:
- Ascending: Oldest to newest or lowest to highest.
- Descending: Newest to oldest or highest to lowest.

This change applies only to your current session and does not alter the default view settings for other agents.

Method 2: Set Default Sorting for a Ticket View

To permanently set the sorting for a specific view (affecting all agents who use that view):

In the Tickets module, hover over the view name (e.g., All Tickets) in the Views panel.
Click the three-dot menu next to the view name.
Select Edit Settings from the dropdown.
In the Edit Settings dialog:
- Locate the Ticket Sorting field.
- Choose your preferred sorting option from the list:

Sorting Options and Descriptions

Sorting Option	Description
Created – Asc	Sorts tickets by their creation date in ascending order (oldest tickets first).
Created – Desc	Sorts tickets by their creation date in descending order (newest tickets first).
Modified – Asc	Sorts tickets by the last modified date in ascending order (least recently modified first).
Modified – Desc	Sorts tickets by the last modified date in descending order (most recently modified first).
Replied – Asc	Sorts tickets by the last reply date in ascending order (oldest reply first).
Replied – Desc	Sorts tickets by the last reply date in descending order (most recent reply first).
Response Due – Asc	Sorts tickets by their response due date in ascending order (earliest due first).
Response Due – Desc	Sorts tickets by their response due date in descending order (latest due first).
Resolution Due – Asc	Sorts tickets by their resolution due date in ascending order (earliest resolution deadline first).
Resolution Due – Desc	Sorts tickets by their resolution due date in descending order (latest resolution deadline first).
Priority – Asc	Sorts tickets by priority in ascending order (lowest priority first).
Priority – Desc	Sorts tickets by priority in descending order (highest priority first).
Status – Asc	Sorts tickets by status in ascending order (alphabetical or predefined order).
Status – Desc	Sorts tickets by status in descending order (reverse alphabetical or predefined order).
Requester Responded – Asc	Sorts tickets by the requester’s last response date in ascending order (oldest response first).
Requester Responded – Desc	Sorts tickets by the requester’s last response date in descending order (most recent response first).

Click Update to save the changes.

The selected sorting will now be the default for that view and apply to all agents who access it.
To set the default sorting for a ticket view, the agent must have the Manage Views permission.

FAQs: Sorting Tickets in BoldDesk

1. What is the purpose of sorting tickets in BoldDesk?
Sorting tickets helps agents organize and prioritize work efficiently. It allows you to view tickets in a specific order based on criteria such as creation date, priority, or SLA deadlines.

2. Can I change the sorting of tickets without affecting other agents?
Yes. You can change the sorting for your current view only, which applies temporarily and does not impact the default view settings for other agents.

3. How do I change the sorting for my current view?
To change sorting for your current view:

Navigate to the Tickets module and open the desired view.
Click the Sort option at the top-right of the ticket list.
Select your preferred Sort by criteria (e.g., Created, Priority, Status).
Choose the Sort order:
- Ascending: Oldest to newest or lowest to highest.
- Descending: Newest to oldest or highest to lowest.

4. What sorting options are available in BoldDesk?
You can sort tickets by:

Created (ticket creation date)
Modified (last modification date)
Replied (last reply date)
Response Due (response SLA deadline)
Resolution Due (resolution SLA deadline)
Priority (ticket priority level)
Status (ticket status)
Requester Responded (last requester response date)

5. How do I set default sorting for a ticket view?
To set default sorting for a view (affecting all agents):

Hover over the view name in the Views panel.
Click the three-dot menu and select Edit Settings.
In the Edit Settings dialog, choose your preferred sorting option under Ticket Sorting.
Click Update to save changes.

6. What permissions are required to set default sorting for a view?
To set default sorting for a ticket view, the agent must have the Manage Views permission.

7. What is the difference between current view sorting and default view sorting?

Current View Sorting: Temporary and user-specific; does not affect other agents.
Default View Sorting: Permanent and shared across all agents using that view.

8. What are the best practices for sorting tickets?

Use Priority – Desc to address urgent tickets first.
Apply Response Due – Asc to meet SLA deadlines.
Regularly review sorting settings for commonly used views.

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