Have you checked these first?
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Using %{ticket.thread.complete.reversed} in an email template does not appear to work as desired (that is, descending). It puts the thread in ascending order. Using %{ticket.thread.complete} also puts the thread in ascending order.
I checked on the osticket forum first and nobody else is having this issue.
Is there anything in the osticket awesome code that relates to email templates or variables that might cause this?
osTicket v1.15.4 // osTicket-1.15.4-Awesome-101
PHP 7.2.24 // MySQL 5.5.68 // Apache/2.4.6 web server