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Customer message keeps sliding down if they write to us multiple times.
We always process the oldest cases first in the inbox (order: oldest first). Depending on how many tickets we have to process, customers may have to wait 1-2 days for an answer from us. If a customer is impatient and writes to us several times, their conversation will slide further and further down because the most recent message date is always used for the sorting order. This can result in a customer waiting more than 1-2 days for their response in the worst case.
Perhaps one solution would be if we could filter out customers who send us multiple messages in a row. Another solution could be a sort order that prioritizes the date of the first customer message, not the most recent.
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