With HelpDesk 3 you can choose how to run and manage the support response time. You can either work on a classic system or with due dates.
The classic system will show the tickets sorted by date and you can jsut answer them. Simple and efficient.
We have also build in a due date system, that way you can set a date when the ticket needs to be answered or resolved.
Go to your operator panel - settings - support setings and in the bottom / right corner you will find the option for how the system will work.
The Support Ticket view will also adapt when you change to the due date system.
This option is available since Version 3.5