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Ticket Conversation sorting

Related products:Freshservice
  • April 28, 2025
  • 1 reply
  • 64 views
Anqders
Contributor
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User story:

As an agent in Freshservice I would like to sort ticket converstation (Most recent at top) to get a quick view of a requester response. I normally don’t have to respond to the ticket, so I don’t want to scroll to the bottom. 

Further info:

We looked at the add-on for this, but it’s a global setting, and we only want this for one workspace (department). Futhermore, We would like to stick with native functionality to insure a stable platform for our users, where we dont’t risk anything breaking in a newer update of FreshService down the road, nor be dependenant of 3. party vendors. 

    1 reply

    A
    Skilled Expert
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    • AndyDibiasi
    • Skilled Expert
    • September 26, 2025

    Hi,

    we use the add-on for the ticket order since 3 years, and it works stable, but still we got complains as it can’t solve it properly:

    The past conversation is reversed (newest on top, as the FreshDesk default already is), but if you reply, it jumps at the very bottom and the latest post you reply on is far out of sight.

    1. So our basic (feature)request would be to make this native, but also clean (the add note/answer happens where the last post is, would also solve this idea).
    2. In a perfect world admins could set that on at least Workspace level and
    3. on top users could overwrite that default to their own liking.

    But we would already be very happy if 1st is done, 2nd might help more and 3rd would be awesome.

     

     

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