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What I did was merge multiple older and newer tickets into one ticket. Once I completed this, I noticed that the ticket replies were not on a chronological order by date (from oldest to newest). The last replies at the bottom were below the most recent replies (by date).

I believe the issue was that I did not do this in one hit, but several at different times when I did the merging.

NOTE: Under the Help Desk settings, I have the following setting: Reply order set to Newest reply at bottom

P.S. the reason why I did the merge, was that the end-user had told me that he had used a different work email, and he asked me if I could merge those previous older tickets to the ongoing ticket we were discussing, in order to have a source of past conversations in one ticket page and etc.

In order for me to solve my issue with the ticket page not showing all the replies in a chronological order by date, I had to go into my cPanel and adjust the SQL database, by renumbering the ID numbers under the hesk_replies table for that ticket number. -- It seems to me that when topics get merged all the ID numbers get renumbered to a certain order (I guess?), and it seems that the ticket page fetches those ID numbers to set the reply order on the ticket page.

I wonder if it would be best if it should order them by the Date column instead of the ID column from the SQL table? I think that would be more accurate to avoid this mishap, but again, this is just speculation on my part, maybe there is a better fix for this?

Let me know if you have any additional questions or something for me to test and etc.

In the famous words from Microsoft: it's not a bug, it's a feature

This happens because Hesk merges tickets one-by-one and replies to a ticket are inserted for each ticket separately, to keep all replies grouped. Yes, it indeed leads to replies grouped by previous tickets rather than the date, but in most cases that makes more sense (so you know what a reply relates to).

Surely it's not a perfect system and if we come up with a better way of merging the tickets, it will be implemented.

I guess that makes sense (in a way), but...

I am so used to how phpBB merging topics work--that the posts will be in chronological by date of post when merged into one topic and not by group within a topic.