Currently if an update is commented on a back office ticket, you need to manually scroll all the way to the bottom to see the update.
It would be nice to sort the conversation by newest to oldest, rather than how it currently sorts by oldest to newest.
Sometimes a back office ticket goes on for days, weeks or months. Leading to sometimes need to scroll for 15 seconds to get to the bottom of the conversation to see what new updates were posted.
Hi
This is a really good idea, thanks for this feedback, I’ll make sure to bring this to the team.
Is there a way to convert this into an Idea / Feature Request? The idea box was selected upon creation, however after the fact it was somehow turned into a conversation.
Hi
You can actually add this to our Wishlist here at Intercom.
This article explains how to do this
Let me know how you get on.
Hi Ryan,
I totally get the pain of scrolling through long back-office tickets. Unfortunately, Intercom’s conversation thread is fixed to oldest-to-newest at the moment and can’t be reversed.
A few teams work around it by using the “Jump to latest” shortcut in the conversation view or by opening the ticket in the Inbox (which jumps to the newest message automatically).
It’s a great usability request — I’d recommend adding it to Feature Requests so Product can consider a toggle for “Newest first.”
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