Installing Ticket Conversation Customizations app will give admins two options to control how their agents view ticket conversations - - View latest interaction on the top Ticket conversations are added in a chronological order with the latest interaction appended to the bottom of the thread. Enabling this option will reverse the order and agent sees the latest interaction on the top (just below the ticket subject and description). - Expand all conversations on a ticket Ticket conversation shows the last 3 interactions on a ticket and groups the older ones under “Expand” option. Enabling this option expands all the interactions by default.

1. Head over to the Admin tab in Freshservice. 2. Under the Helpdesk Productivity tab, click on the “Apps” icon and goto “Get more Apps”. 3. When you find Expand Conversation Customizations app, simply click on the icon and hit install. 4. Chose which customizations you want to apply and Click on Save.