So at the moment, when you get a completely new message in prestashop, they will come to the top of your messages list within Customers/customer service with a green status icon.
Now when a customer replies, the message will stay in the same position... This is a problem in a busy work environment.
For example, you have 300 messages, a customer replies to a message that is nearly at the bottom. That message won't bounce to the top like it would in an email but rather just change it's status color and then I end up missing it because it's piled under a load of new messages...
Can this be changed?