Help Desk Conversation Expand All and Collapse All

What it is

Reps get a single control to expand or collapse every message in a thread at once. The most recent message opens by default, messages stay expanded as you scroll, and a new full-screen mode focuses on the conversation and reply editor. This is live for Service Hub Professional and Enterprise.

Why it matters

Clicking see more on every message, then watching them re-collapse on scroll, is a small annoyance that compounds fast for high-volume agents and makes it easy to miss customer context. This is a narrow fix, but it removes friction from something reps do hundreds of times a day.