Order of messages within a ticket

Hi @aravind, any update on this feature? Thanks!

Hope this feature will be out soon!!!

Did this feature get rolled out? Am I missing it somewhere?

It's nice to see some progress here. However it's just about agents interface only, isn't it?

Agents have 'Show more conversations' button in their ticket view. So it's not really an issue to work with large tickets for them. Our clients on the other side don't have such option in their ticket view and they still have to scroll down through all the comments every time

 Are you going to add such an option to client's profile?

I do not see this feature available in the FreshDesk app. Can you confirm whether this will be addressed? The app is almost unusable without the ability to see the most recent update first without scrolling through the entire thread.

Just in case this helps anyone, I reversed ticket comments for the client by editing the portal template. 

Simply adding 'reversed' to the for loop will show the ticket comments in a different order.

Note you'll need to make other small adjustments to your template to put the original post at the bottom too, and you might also want to bring the reply box to the top.

{% for comment in ticket.public_comments reversed %}

...

{% endfor %}

> The idea has been marked as Implemented.

It's nice that we have some workaround but it's not a fully-functional solution:

1. It have to be per-user configurable, not a global setting. It could be a profile option or a sort button on the ticket page:
   

   

2. Template is not editable for all the price plans, e.g. GARDEN.

@Avarind

Whilst the concept of having the newest replies first is great, this is massively flawed as the reply section is still at the bottom. Unless I've missed something, it defeats the logic of having newest replies at the top and defeats the point of having this ability in place.

If the reply section can be moved to the top as well then can you please share this.

Thanks,

I'd like to say that my customers are also asking for the ability to sort from newest to oldest. Not only agents.

So please could you count a +1 for this feature needs on the customer side!

Disappointed that message sorting was implemented as a feature for paid plans only. The default order doesn't make intuitive sense. I shouldn't have to pay for the program to be more intuitive.