View Cases Based on Date Created

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Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent.

Overview

By default, cases in your Next Generation 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 Next Generation Agent console or change the default view from your Admin Panel.

Change from the Next Generation Agent Console

When viewing cases in your Next Generation Agent console, simply enable the "Created" column to show. Click on the arrows of the column to sort by oldest or newest first.


Change Your Default

You 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.

  1. Go to Admin > Cases > Filters. Click to edit your All Cases filter
  2. When the editor appears, click on the Default Sort drop-down list and select “Create Date”
  3. Click Update

​Now, whenever an agent views your All Cases filter in the Next Generation Agent view, cases are sorted by date created by default.