1. Kayako Download customers: we will continue to develop and support Kayako Download beyond July 2017, alongside the new Kayako for existing customers.

    Find out more.

  2. The forum you are viewing relates to Kayako Classic. If you signed up or upgraded to the new Kayako (after the 4th July 2016), the information in this thread may not apply to you. You can visit the forums for the new Kayako here.

Ticket view ordered by reply due - tickets received out of office hours last received shows first

Discussion in 'Using Kayako Classic' started by AndrewL2704, Mar 23, 2018.

  1. AndrewL2704

    AndrewL2704 Member

    We have an SLA set for reply due 3hours, and use Kayako with ticket view sort by Reply due, Ascending so that the first ticket should be at the top9ie ticket received say at 0900hrs in the morning at the top, and ticket received at 1200hrs will be at the bottom. This works fine during office hours but for some reason any tickets received outside of office hours display in the list in reverse order, so that when we finish at 1730hrs a ticket received at 1731hrs will show at the bottom of the list and a ticket received next morning at 0859hrs just before we open again shows at the top. The reply due for both is set at 1200hrs but for some reason Kayako is displaying newest tickets received first, hence not first come first served. Any ideas how to correct this?
     

Share This Page