By default all ticket interactions such as e-mails, notes, etc, are sorted in chronological order in the tickets detail view, i.e. first comes the initial request and then the interactions as they happened in time (1, 2, 3). But when a conversation gets long, it's a common wish to instead display the interactions in reversed chronological order, i.e. the latest interaction is displayed on top and then older and older ones (3, 2, 1). By installing this app the agents will always see the latest things that happened in a ticket right on top of the ticket flow.