Message History Settings in the Inbox

The Message History setting allows you to control how messages are displayed within a ticket in your inbox.

What does it do?

It defines whether all previous messages in a conversation are automatically shown in full, or if older messages are collapsed for a cleaner view.

Expand Enabled

When this setting is enabled:

• All previous messages in a ticket are fully expanded

• You can see the entire conversation history at a glance

• Useful for quick context without additional clicks

When this setting is disabled:

• Older messages are collapsed by default

• Only the most recent messages are visible

• You can manually expand older messages if needed

When to use which option?

• Enabled → Best if you want full visibility of the conversation at all times

• Disabled → Better for a cleaner inbox and focusing on the latest messages