We've just started using Freshservice as of today. We have used Fresdesk for the last 1.5 years.
How can I change the order of ticket conversation so that the newest reply is on top? I asked the support chat and they said it is not possible, but maybe there is some kind of a work around so that we don't have to scroll all the way down to see the newest reply in a ticket?
There’s an app in the marketplace “Ticket Conversation Customizations” I can’t link it for you as it’s linked to my instance.
Hi
You're right! by default, Freshservice displays ticket conversations in chronological order, with the latest reply at the bottom.
Currently, there's no inbuilt setting to reverse this order. However, there's a workaround using a marketplace app called "Ticket Conversation Customizations". This app allows you to reorder ticket replies so that the most recent messages appear at the top, which might suit your team's workflow better.
You can check it out here:
Ticket Conversation Customizations App
Hope this helps!
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