Hi,let me try once again. Sorry if I write unclearly.image 1 - ticket #0046 is created on 12.09.2017. and internal note posted on 13.09. - ok, I have learned that posting internal note is not considered an update, so it will not change its position in image 2. I will pass to image 3.image 3 - same ticket has replay posted on 13.09.2017. at 12image 4 - in column "ticket updated", creation date and time are listed (12.09.2017.) although I have posted a replay on 13.09. at 12;image 5 - when sorting tickets as "most recently answered" I get correct list with the ticket that has most recent replay posted on top of it. Is posting a replay considered as ticket update? Obviously it is unclear to me what is written thread by an agent.Kind regards