Possible Question
- How to have the latest conversation/reply appear on the top of the ticket details page?
- Not able to see any setting to sort conversations.
Resolution Path
- To enable 'Reverse Sort' with latest conversation on top for the entire helpdesk, go to Admin > Account > Helpdesk settings , Find the sort conversations section and choose ‘show newest on top’ from the dropdown and save the settings.
- If sort conversation has to be set only for a specific agent which is different from the general settings for the helpdesk as mentioned in the above point, the agent has to click on their Profile picutre --> Profile settings and select the option to set their preference.
- If the agents do not see any setting or option to sort conversations check the plan that their account is on and if the feature is applicable for their plan.
- 'Sort conversations' is not available for Sprout/Free plans and Blossom Classic and Blossom'17 plans.
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