Hello everyone,
Scrolling through a ticket to see the latest responses is hard, particularly when there are a lot of conversations happening back and forth. With sort conversations, you no longer need to scroll all the way down to the bottom of a ticket to see the latest response.
As an admin, you can now choose the order in which the conversations appear on a ticket. You can set the preference at the account level from the Admin > Helpdesk page.
We also showed this to a lot of our customer champions as a part of our User Research calls to get some feedback on the ticket details page revamp. While a lot of them liked the idea of an account level setting, they also preferred the option to allow agents to set their own. We've made it easier for the agents to set their own preference from the profile settings page.
This is available for all the accounts starting from the new Blossom plan and onwards. If you're unsure about where to start, please have a look at this article and don't forget to tell us what you think about this feature :)
Cheers!
