We often submit admin responses to tickets without the issue being resolved, so the user is still "waiting" for a solution in a sense.

When you sort:wait, tickets with admin responses are at the bottom, sorted in no particular order.

While these tickets don't have a "wait" value, it is confusing that they are included in a seemingly random order.

Ways to deal with this:

Don't include tickets with an admin response in sort:wait. But if you use sort:wait order:asc, include tickets with admin responses in a logical order, ideally interspersed with tickets that are waiting, prioritized by message time.

Or we could include admin responded tickets in sort:wait, prioritized by message time, but this doesn't make sense based on a standard definition of "waiting".