Josh Walker

Agree 100% on the bottom-to-top order of messages.

 

Another critical issue with this style change, is that customers who reply to a ticket in a long email chain (very common), or have long signatures (very common), can create a situation where it is literally impossible for the agent to see the most recent message while typing a reply. Since you can only see the very bottom of the most recent message, it is very common to only be able to see the bottom of someone's signature, rather than the message they sent.

 

However, this issue does not exist in the previous style of sorting the replies. When the most recent message is on top, the reply could be 8 pages long and you can still see the most important part of the message.

 

I suggest possibly adding the option to choose between Ascending or Descending sorting.