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Show Accurate 'Last Modified' Time On Each Ticket, Instead Of Creation Date
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Tickets can be organised by 'last modified', but you can't actually see when a ticket was last modified.

An example scenario is that if I respond to a ticket, and get an auto 'out-of-office' response, then the ticket gets marked as 'Customer Responded'. If I then look at that ticket 2 days later and it still says 'Customer Responded', I don't know whether it is still from the out of office message, or whether the customer has replied again since then because I can't see when it was last modified.

 

An option to choose whether a ticket shows you the current 'Created X hours ago' or 'Modified X hours ago' would be perfect!

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