Can I suggest the following improvements please to the display and use of threads within a Support Request...

Thread Icons...

Can the icon used against a draft thread in the list of threads within a Support Request be changed please to more clearly distinguish draft threads from the sent threads? Even changing the colour of the arrow part of the icon from green to yellow would help - Red arrows for inbound, Yellow for Draft and Green for outbound would be helpful.

Hover-over messages...

It would be helpful when hovering over a "collapsed" thread in the list of threads within a Support Request if a message would pop-up showing the contact/email details of those included in the thread (i.e. To, CC, BCC). This would allow me to run down the list of threads relatively quickly and easily to see the "recipients" involved in a particular Support Request without having to click on each thread to open it in order to see those details. (Our use of Support often involves many other "Recipients" other than the initial Contact and internal Support Agent...but managing threads for multiple Contacts within a single Support Request is another matter/problem for us!)

Sort Order of threads listed within a Support Request...

Currently the threads are listed in chronological order ascending so that the earliest timed thread is at the top and the latest is at the bottom. If there are a number of threads I find myself having to scroll down in order to deal with the latest thread and/or access the tabs bar positioned at the end of the list of threads.

Perhaps as a background setting to suit company (or personal) preference, could there be an option to list the threads in descending order so that the latest thread will always be displayed at the top and immediately accessible without scrolling?

Tabs  (Comments/History/Approvals/Resolution/Tasks/Time Entry/Attachments)...

Similarly, if there are a number of threads I find myself having to scroll down in order to access the tabs panel.

Perhaps as a background setting to suit company (or personal) preference, could there be an option so that the Tabs are positioned at the top of the screen above the first thread.

Even better as far as I'm concerned, could the Tabs be situated within a different frame to the list of threads (either above or below to suit preference) so that you can scroll through the threads whilst always having access to the Tabs.

With the options to have the Tabs always available whilst having the most recent Thread shown at the top of the page I would see little need to have to scroll through the history of threads when dealing with day-to-day support matters.

Many thanks for listening and I look forward to receiving your feedback.

Regards, Darren.