Until recently, ticket listings in SupportBee were sorted, by default, showing the newest tickets first. And the timestamps for these tickets were updated on any activity (comment or reply); this means that any ticket with the most recent activity will show up first in listings.
We are now introducing the option to sort tickets based on your preference. You can sort the ticket listings by oldest first if that is your preference. Also, you can choose to update ticket timestamps based on replies alone. This means that even if a ticket is commented on recently, it will be not pushed to the top of the listing. A ticket’s timestamp will be updated only where there is a new reply for it.
Sorting ticket listing is a company wide option, and not an individual agent’s preference. Hence this feature is only available for admins. To manage your listing options, please visit Admin > Dashboard.
Here's a screenshot for reference:
After you update your preferences, please request other admins, and agents to refresh their SupportBee screens for the changes to be reflected.