Conversations Timeline
How the Timeline Works
The Conversations modal shows the full ticket conversation as a chat-style timeline — oldest messages at the top, newest at the bottom. The view scrolls to the bottom automatically when it opens so you always see the most recent activity first.
Original Ticket Attachments
Files attached to the original ticket description (not on a reply) are surfaced at the very top of the timeline. You don’t need to dig into the ticket properties panel to find them.
Inline Media
Every reply in the timeline is scanned for attachments. Audio files, videos, images, and PDFs are rendered directly inside the conversation bubble — not as download links. See Viewing Attachments for details.
Refreshing Conversations
Click the refresh icon in the modal header to reload the conversation. A brief loading state appears, then the timeline re-renders with the latest data. The keyboard shortcut R does the same thing.
Multi-Page Conversations
Freshdesk returns conversations in pages. The app loads the first page immediately and streams the remaining pages in the background without blocking the UI. The timeline builds up progressively and scrolls to the bottom once all pages have loaded.
Scrolling the Timeline
- Mouse or trackpad — scroll normally inside the conversation area.
- J / K keys — scroll down and up without touching the mouse (shortcuts are disabled while the compose box is focused).
- GG (press G twice within 500 ms) — jump to the oldest message.
- Shift+G — jump to the newest message.
See Keyboard Shortcuts for the full reference.
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Install Audio Video Attachments and set up your agent API token.
Play audio, watch video, preview images and PDFs — inline, without leaving the ticket.
Write rich-text replies and private notes, attach files, and send them from the compose box.
Record live audio with a waveform visualiser and attach it directly to a reply.
Record live video with background blur, mic mute, and camera controls — then attach it to a reply.
Speed up your workflow with keyboard shortcuts for navigation, recording, and sending.