At the moment, the resolve till countdown resets when a customer sends a new message, whereas should be the same, and should use the earliest unresolved message time. This means that the customers that message at a later time (even though they had messaged earlier), their tickets will be dealt with later.

Here are example scenarios.

.

Ticket 1:

Last unresolved messages:

15:15, 19:15

.

Ticket 2:

Last unresolved messages:

13:20

.

Ticket 3:

Last unresolved messages:

15:30, 15:45, 19:45

.

Ticket 4:

Last unresolved messages:

16:25

.

Ticket 5:

Last unresolved messages:

11:20, 20:00

.

.

At the moment, the order will be using the LATEST message time:

2 - 13:20 (latest message time) - [Earliest unresolved message was at 13:20]

4 - 16:25 (latest message time) - [Earliest unresolved message was at 16:25]

1 - 19:15 (latest message time) - [Earliest unresolved message was at 15:15]

3 - 19:45 (latest message time) - [Earliest unresolved message was at 15:30]

5 - 20:00 (latest message time) - [Earliest unresolved message was at 11:20]

.

.

What it should be:

5 - 11:20 (earliest message time)

2 - 13:20 (earliest message time)

1 - 15:15 (earliest message time)

3 - 15:30 (earliest message time)

4 - 16:25 (earliest message time)