How to View Cases Based on Date Created
By default, cases in your Classic Agent Console appear in a descending list based on when they were last updated. If you’d like to view cases based on when they were created, you can set your sorting manually while in the Classic Agent console, or change the default view from your Admin Panel.
Changing from the Classic Agent ConsoleWhen viewing cases in your Classic Agent console, simply click to change your sorting:
Changing Your DefaultYou can use case filters to change how some or all of your case views are sorted. In this example, we’ll set your “All Cases” to be sorted by newest created in descending order.
From Admin, click on Cases and then Filters, click to edit your All Cases filter. Click on the Filter itself or you can click on the pencil icon to edit the case.
The editor will appear. Click on the Default Sort drop-down list, and select “Create Date”:
Click Update. Now, whenever an agent views your All Cases filter from the Classic Agent console, the default sort will be by the date cases were created. Although this article covers how to Filter by Create Date specifically, the same steps apply if you want to sort by Last Updated, Last Active or any of the other sorting options available.