Current State: Ticket update/comment threads render in ascending chronological order (oldest-to-newest). Retrieving the most recent update requires scrolling to the bottom of the thread regardless of ticket type or thread length.
Issue: This sort order does not match the primary access pattern for ticket review which is checking the latest status. Every visit to a ticket with an existing thread requires full-thread traversal to reach the most recent entry, adding unnecessary interaction overhead, particularly on tickets with long histories.
Proposed Change: Default the update thread to descending chronological order (newest-to-oldest). This aligns with standard ticketing/case management conventions where the most recent entry displays first.
Justification:
- Reduces time-to-information for the highest-frequency use case (latest update retrieval).
- Matches sort convention already familiar to users from other ticketing platforms.
- Does not remove access to historical entries — only changes default presentation order. Older updates remain available further down the thread.