The first message in a series of messages from a ticket will keep having it's timestamp updated because the conf file was used for the message time. That same conf file is resaved each send by the "creator" to save the open/closed status. This causes the first message's send time to always be updated which was correct. Solution was to use the timestamp from the msg file instead. Also added a link in the "from" part of each message to link to the User's profile.