Using Helpdesk, there is a beahviour really hampering usability.
When a ticket contains multiple conversations, the way this is represented in Helpdesk is very confusing.
Basically, Ticket Alpha contains two conv:
conv 1) last email received Apri24 total conversation length =1 message ,
Conv 2) last message received today conversation length = 65 messages
In helpdesk the ticket will emerge with Conv1) exposed or first. Which makes no sense and can very easily create confusion.
It would be good to have a place to set the rule for the appearence of these conv in Helpdesk (eg. always the latest or always the one with the most replies or always the first to be created or always certain types of conversations).
Below an example. this is the message that first emerges in the helpdesk. BUT there is another conv associated which contains large number of message and the last as old as a few minutes ago.
