Currently the ticket corresponding thread is from old to new from top to bottom.
Would be nice to add an option to have it go the other way with new reply on top.
It's a pain having to scroll down 20 comments and reply just to get to the REPLY/FORWARD/ADD NOTE section.
Or just move REPLY/FORWARD/ADD NOTE section to the very top after the original ticket description
This is something that we (as agents) and the customer finds extremely frustrating. We would also love to have the new responses at the top of an incident rather than having to scroll to the bottom each time.