Hello, I might be blind, or there's no way to do it, but what has been asked of me is to look into whether it's possible to automatically expand tickets without having the "5 more conversations", or similar, having to click on it to see the whole ticket, and possibly miss it altogether when scrolling through a ticket.
Regards,
/Dennis
Sure, We understand that clicking on '5 more conversations' or so does load all the conversations, consuming a few extra seconds than usual.
Earlier, all conversations on a ticket were loaded at the same time and encapsulating the replies within this button was a design made to improve the efficiency so that this loading of all the conversations on a ticket can be made optional and the latest/recent conversations can be rendered right away in a shorter time.
To find the latest reply on the top of the ticket, You could have the sorting order updated under agent settings.
Please reach out to support@freshdesk.com if this is not yet enabled on your helpdesk. Thanks!
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