Sorry if this is a simple one - I've been going crazy between the Base AI saying it's possible & telling me to access non-existant Settings, and not being able to find anything online anywhere.
We've recently moved from Tickets to Help Desk, and overall loving the change bar a few snags.
In Tickets, the order of Activities on the ticket is Most Recent (Top) - Oldest/Origin (Bottom). In Help Desk the order has flipped, with the original message at the top & latest reply at the bottom.
Is there a way to sort the conversation history in the Help Desk to match the Ticket view? When you're dealing with Tickets that have multiple responses, having the most recent message at the top is more conducive / saves a scroll each time.
You’re not missing anything! In Help Desk, the conversation thread shows oldest messages at the top by design, and there’s no current setting to reverse that (unlike the Tickets view).
A common workaround is to use the activity feed on the contact or ticket record if you prefer newest-first sorting. Also worth submitting as a feature request.
Open the associated contact, company, or ticket record in the standard CRM view (not the Help Desk inbox).
Scroll to the Activity feed in the middle of the record.
Filter by “Emails” or “Notes” if needed and this feed will show newest activity at the top, just like the classic Ticket view.
This helps a bunch - thank you! AI was gaslighting me into believing it could be done within the Help Desk view 🤣
We've just moved from Tickets so the team's aware they can find it that way. (Annoyingly, Tickets also show if an email reply has been read, something the Help Desk view doesn't do either!) Once they're in that view, they want all thbe needed info in there!
Oh shoot, yeah that's something that isn't introduced yet! I'd definitely reccomend submitting that as feedback through the Ideas Forum. The Help Desk is relatively new and these kind of UX gaps are not quite figured out yet.
You’re not missing anything! In Help Desk, the conversation thread shows oldest messages at the top by design, and there’s no current setting to reverse that (unlike the Tickets view).
A common workaround is to use the activity feed on the contact or ticket record if you prefer newest-first sorting. Also worth submitting as a feature request.
Open the associated contact, company, or ticket record in the standard CRM view (not the Help Desk inbox).
Scroll to the Activity feed in the middle of the record.
Filter by “Emails” or “Notes” if needed and this feed will show newest activity at the top, just like the classic Ticket view.
