Conversation sorting based on internal notes

Business problem

When emails are assigned and then returned to the shared inbox (unassigned) with an internal note, they remain sorted by their original received date. This causes these messages to fall to the bottom of the inbox, leading the team to overlook important updates or the addition of new internal information.

Desired outcome

Conversations with a new internal note should appear at the top of the inbox, just like new incoming messages, when they are returned to the general queue. This ensures the team can immediately see that an action or response has occurred.