Allow Technicians to Configure Conversations as Expanded by Default

Hello ManageEngine Team,

We would like to request a new feature for ServiceDesk Plus regarding the display of request conversations.

Current Behavior

When viewing a request, older conversation entries (emails, notes, and notifications) are collapsed by default. Technicians must manually click "Expand All" each time they open a ticket to review the complete history.

Challenge

For tickets with many interactions, troubleshooting often requires reading the full conversation chain. Repeatedly expanding conversations adds unnecessary clicks and slows down ticket processing, especially when technicians work on large numbers of requests every day.

Requested Enhancement

Please provide one of the following options:

• A global administrator setting:
  • "Expand all conversations by default"
• A personal technician preference:
  • "Always show conversations expanded"
• Alternatively, remember the technician's last selected view (collapsed or expanded).

Benefits

• Faster ticket analysis
• Improved visibility of communication history
• Reduced number of clicks for service desk agents
• Better user experience for tickets with extensive correspondence

Many service desk environments rely heavily on email conversations and internal notes. Having all conversations visible by default would significantly improve efficiency for technicians handling complex requests.

Thank you for considering this enhancement.
Best regards
Matthias