Dear ServiceDesk Support Team,

I hope this email finds you well.

I am writing to report significant usability problems in the order of clarification replies on the servicedesk Plus platform. The feature that allows requesters to respond to an approver's questions has several functional limitations that are disrupting our process.

The specific issues are:

• Non-Chronological Response Display: When a conversation involves multiple answers, the replies appear in a disorganized sequence, not in the order they were submitted. (The last reply appear to be the first and the the first appear at the end)This makes the conversation hard to follow.

• Permanent and Uneditable Responses: Once a response is submitted, it cannot be deleted or edited by the user. This is problematic when a user makes a mistake or needs to provide updated information, as the incorrect data remains permanently in the thread, causing confusion.

• Absence of Line Breaks: The text input box for replies does not recognize line breaks (i.e., the "Enter" key). This forces users to write all information in a dense, single paragraph, which severely impacts readability for complex clarifications that require structured points or lists.
  

• Bidirectional Text Corruption: When a response contains both French (a left-to-right language) and Arabic (a right-to-left language), the system fails to render the text correctly, making the message jumbled and incomprehensible.

Please find attached screenshot

Thank you for your time and attention to this important matter.

Sincerely,