Possible Queries:


Resolution Path:


1. I am unable to see the Sort conversation option under my Profile or Helpdesk settings. Why?


If a customer reports that they are unable to sort the conversations, check if their Freshdesk account is in the Free/Sprout plan. The ability to sort conversations is available only in the paid plans.


2. How can make sure that my agents see only the newest conversations on the top of the ticket?


  • Log in to your support portal as an Administrator.

  • Go to Admin > Account > Helpdesk settings under General settings.

  • Find the sort conversations section and choose ‘Show newest on top’ from the dropdown. This will reverse the order of conversations within a ticket instantly, with the latest conversation on top for all the agents on your helpdesk.

  • Don’t forget to click on Save at the bottom of the page.



3. What is the difference between the Sort Conversations option under the Profile and Helpdesk settings?


The option chosen under the Helpdesk Settings sections will be reflected across all the agents in the respective Helpdesk system. However, if the agent wants to choose their own preference, they can choose to do so under their Profile settings.


Screenshot for reference:



4. The Sort conversation option is not working as expected. i.e. my latest replies are not displayed on the top. Why?


If the customer reports that the setting they have chosen under Sort Conversations is not working as expected, you can confirm the below details with the customer:


  • Confirm if the Sort Conversations option they have chosen under the Profile/Helpdesk Settings is not working as expected.
  • Confirm if they have saved their configurations as expected.
  • Suggest them clear their browser cache/cookies and also check in different browsers.
  • If the issue persists, you can check with the L2 team after obtaining the OA access.