How to Sort Tickets in BoldDesk: Quick Guide
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:
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.
2. Set Default Sorting for a specific 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:
- Locate the Ticket Sorting field.
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.
- The ability to sort by custom fields is exclusively available in the dashboard underlying data.
- To access this data, go to Admin > Reports and select the appropriate dashboard. Please refer to the GIF below for further details.
How to Ensure Customer Replies Move Tickets to the Top
If customer replies are not moving tickets to the top of the ticket list, check the ticket sorting configuration for your view. Set the sorting option to Requester Responded – Desc to automatically prioritize tickets when a customer responds.
You can apply this sorting:
- Directly from the ticket list sorting dropdown, or
- By editing a specific ticket view and setting Ticket Sorting to Requester Responded – Desc.
This ensures all customer replies are immediately visible and prioritized in your workflow. Check out the GIF below for more insights.
The ticket list sorting options do not currently include Subject. If you need to work with Subject-based grouping, use Advanced Filters → Subject (Is/Contains/Starts with), then export the filtered results to CSV/Excel and sort by the Subject column externally.
Troubleshooting
Customer replies do not move tickets to the top
Confirm the view sorting is set to Requester Responded – Desc (either temporary current view sorting or the view’s saved Ticket Sorting).
An agent sees a different order than another agent in the same view
One agent may have changed current view sorting in the ticket list. Current view sorting is session-specific and does not update the view’s saved default.
“Edit Settings” is not available for a view
The agent account likely does not have the Manage Views permission required to edit default view settings.
Frequently Asked Questions
1. What is the difference between current view sorting and default view sorting?
Current view sorting applies only to the current session for the current agent. Default view sorting updates the view’s saved sorting and applies to all agents who use that view.
2. Can I change sorting without affecting other agents?
Yes. Use Tickets → Sort to change sorting for the current view only.
3. What sorting options are available in the ticket list?
Created, Modified, Replied, Response Due, Resolution Due, Priority, Status, and Requester Responded.
4. What permission is required to set default sorting for a view?
Manage Views permission.
5. Which sorting is best for SLA-focused triage?
Use Response Due – Asc to prioritize the earliest response deadlines, or Resolution Due – Asc to prioritize the earliest resolution deadlines.
6. How do I prioritize newly updated conversations?
Use Replied – Desc to bring tickets with the most recent reply activity to the top.
7. How do I ensure customer responses are prioritized automatically?
Set sorting to Requester Responded – Desc for the ticket list or the view default.
8. Can I sort tickets by a custom field in the ticket list?
No. Sorting by custom fields is available only in Admin → Reports dashboard underlying data.
