Would be great to be able to change the sorting order of ticket messages/replies and also put the reply box on top - showing the latest reply on top when yo open a ticket.
This would reflect how email threads are organized. Users don't scroll to the bottom in an email to see the latest email reply, so it could be more intuitive to have the same sorting logic in the ticket view.
Would also be great to have this option for the agent view, but I think end user view is most important. Please see the attached image as an illustration.