Ticket listing: Last action date and last from

[ndis]

This has probably been asked a hundred times before, I still didn't find a fast answer:

With the default (short) ticket listing of a queue it's very hard to see the CURRENT sate of the
communication. E.g. when has the last reply been posted to this ticket and who has sent it.

Of course I can see the age of a ticket, but I cannot see how much time passed since the last
update and if it has been done from the customer or from an agent.

Two problems this leads to:

1) I have to look into the ticket to find out if we are waiting for a reply of the customer or
if the customer is waiting for us.

2) There is no quick way to see if a customer did send followups saying, that he needs a fast reply.
(so a tickt with older age, that is not urgent, might be answered before a newer on, that is urgent,
because the agent did not see, that the customer is sending reminders every 2 hours.)

... but maybe I am just trying to get that information a the wrong place?

Thanks
ndis

[crythias]

Also, the star icon (top left) will show you recently received customer updates.