First of all thank you for the question, as much of my issue tracking is completely dependent on replying as quickly as possible, and I'm responsible if the reaching out to the user for following up if they haven't within a reasonable period of time.Managing some of these common ways of searching for and listing tickets is bizarrely absent or backwards it seems.The concepts of "who last responded" and "how long ago did they last respond" are fundamental and foundational to an issue tracking system. What issue tracking system doesn't auto-close tickets, therefore being able to produce "how long ago was the last response" on a constant basis.It is not a feature, but a bug, that I would have to look through a list and visually look for bold numbers to figure out which tickets require replies. Let's not pretend that is an organized way to manage an issue tracking system in any way, whatsoever. What @[deleted] describes is maybe not a default configuration, but certainly a standard easy-to-achieve configuration. Anything more than an amateur issue tracking system would do this very easily - I've tested at least 15 systems it's always in there, clear as day.The general idea being, and OMG do not email me to tell me that you don't do it this way - Tickets requiring your reply would logically take all priority over tickets where you are waiting to hear back from the client. Aside from specific situations where a specific ticket requires action, (obviously talking about tickets with similar priority) no support person in any field anywhere would be directed to look through already answered tickets before those who are waiting on your reply. That's absurd, and that should be the exception, not the rule. The way these options for what to include in the open ticket listing were divided in the program, I made the wrong choices. Not sure what the default config was, honestly.But I have this partially worked out by not including answered tickets in my open queue. I believe (?) that this gives me open = waiting on me and answered = waiting on customer. I don't need an advanced search for that, it just works.The reason I'm complaining about the glaring lack of concept is that it's compounded by the inability to search for tickets with a last reply date of more than X days ago. I can search for replies within the past X days, but not for tickets WITHOUT replies in the past X days? So I'll list the answered tickets, sort them in last response descending order, and manually send out requests to follow up. Do I really have to even be bothered doing manual calculations of who I want to send those? So annoying. I can't search on "Last Reply not within the past 3 days" I can only search for "within the past 3 days." Is there actually a way to edit that search that I don't know about because there is no documentation anywhere to be found? Not only that, but it gets worse! When I go to create a filter, there is no ability to search for tickets based on the last reply date. What in the world!?The last point made is that if I am creating a ticket for a customer, for gosh sake, it's considered answered... I have to mark these tickets answered so they don't show up in my open queue? I thought I researched this software thoroughly but I never expected to see advanced search functions that were so crippled. I'm so frustrated, clearly.The least of which being how this text box I'm typing in on this forum doesn't expand and is only 12 lines of text so tiny I need magnifying glass to read it.