Change the order of the comments as an agent when viewing a ticket

55 Kommentare

  • Offizieller Kommentar
    Kolten Kittleson
    Zendesk Product Manager

    Hello folks,

    Thank you for the great feedback on rearranging order of ticket comments between ascending and descending. As of right now this isn't possible, but it is being considered for the future roadmap. 

    Please upvote the request for this, and feel free to comment as well. 

    Once we have more detail to add, I will be sure to update everyone!

  • Lars Prakken

    +1 for this.  We get quite a lot of complaints from our agents since this update.

    6
  • Nick Lamb

    “Being considered for the future roadmap” is a disappointing update to this important item. We’ve already spoken to our rep and will be delaying the deployment of the new interface as long as we can while we wait for this feature. We really want to use the new interface and all that goes with it, but this change would have too much impact to justify it.

    Please listen to the community and figure this out.

    6
  • Stephan Torcy

    We've just been forced into this new agent workspace and we hate it. Whoever thought it was a good idea to have new messages at the bottom needs to take a long hard look at their life. There is a very good reason new emails are sorted in top down order in your mail client which is that it doesn't make any sense to read from the bottom up. Zendesk is basically an email viewer. Why would you do this?

    If someone sends us a long email mid way in a support thread, we have to start searching for the top of their email then read back down. This makes literally no sense whatsoever. Why would you do this?

    Honestly looking at reviewing our support provider if this ridiculous change isn't reversed soon 🤬

    5
  • Sebastian Thiele

    We switched form the classic view to agent workspace and my agents are absolut unhappy with the changed order. As more unhappy they get when I said there is no configuration for this.

    So Please prioritise this (small) feature.

    4
  • Sari Siekkinen

    Our customer complain that when seeing their tickets on Help Center /your requests it is difficult to stroll down to add comments; as it is in here as well. It is annoying to find the newest in the bottom and write your comment on the bottom.

    4
  • Cezar Cociorba

    Please add an option to sort the view with the newest replies on the top. 

    4
  • Gilles Beraudo

    My agents and end users are also complaining, as the order is now totally upside down respect to emails.

    When we receive an email, the last comment comes on top, and the last/original comment is at the bottom.

    When submitting an existing thread to Zendesk, then the comments coming from the email threads and from Zendesk are totally messed. Everything is upside down.

    This makes reviewing the last comments totally impractical, when tickets channel is the main ticket channel.

    4
  • John Mooney

    I know speak for the staff of my entire department and I'd like to join the requests that correspondences be viewable and sorted with the oldest comments first.

    It is remarkably inconvenient to have to scroll up to read everything for full context. Please consider making the implementation of this feature a top priority! 

    4
  • Nick Lamb

    Is there any update on when this will be configurable in Agent Workspace? This is a blocker for our teams as our tickets get quite large and oldest first would dramatically damage our workflow.

    3
  • Jonathan Ruh

    The ability to change the order would be highly appreciated. 

    To be more precise, we would be OK with the newest message on top, if the ticket would actually load showing the latest message instead of the first message of the ticket. 

    When opening a ticket, we always have to scroll down first. If it would auto-scroll to the bottom, that would be great as well. 

    3
  • Nick Lamb

    @... Appreciate the update. Note: this is the primary reason we have not switched over to Agent workspace.

    3
  • Sydney Neubauer

    +1 for this ability

    Switching to Agent Workspace is already a big change for our Agents. We would like to limit the amount of change they experience and having the comments remain the way they are used to would be a huge plus.

    3
  • Sari Siekkinen

    Our reason as well not to use Agent workspaces is the WRONG order of comments on tickets.
    ALSO, our customers are complaining about it's wrong order of comments in their requests views in HelpCenter (just like in here in your Community comments it is annoying to go some threaths pages and pages until you find the latest comment).

    3
  • Andreas

    Im on Zendesk for Trial, this is really annoying that the old comments is first. One of our Agents just sent out a new parcel after they answered they received it since they did not notice the last comment. I dont understand why this not should be standard to re-sort the comments?

    3
  • Paul Meelen

    Any updates on this or an ETA when we can sort messages on newest first?

    3
  • Mark Leci

    It would be great if this could be implemented sometime soon. Since switching to the agent workspace this has been our biggest source of agent complaints. The default view simply doesn't make sense for support tickets. 

    2
  • Nick Lamb

    Kolten Kittleson just reiterating that this is still the primary reason we haven't switched to the new interface. This remains a blocker for my team as it greatly impacts our workflow to have comments in the last->first. 

    2
  • Dean Wilson

    I cannot believe that the feedback being provided re sorting will not result in a prioritisation of the item to be added as an urgent item to the roadmap. It's not that hard to add the sort surely?

    Sorry but this is showing a clear lack of listening to the customers needs and only focusing on what Zendesk think we want not what we think we want.

    2
  • Randall Warning

    My agents are all complaining and it hasn't even been turned on 3 hours yet.  Some are investigating other ticketing systems simply because of this change.

    2
  • Nicolas Jepsen

    How can you be that ignorant to your userbase. We have a whole department hating this. Preventing them in doing their jobs

    2
  • Greg

    I've sent a complaint about it, and have not received any helpful answer - just few form texts saying how great new system is.

    And contacting Zendesk support is a mess - it feels like they are making it more complicated to stop people to contacting them. I hate "You can reach us in your messaging widget if you still need help"

    Looks like it's time to look around at another products

    2
  • Patrick Stewart

    Please allow the reverse order of comments. My entire team would LOVE to adopt workspaces but we are dead set against moving unless we can put new comments at the top and old comments at the bottom. Why force us to scroll down every ticket? 

    2
  • Henk Boons

    I justed switched to Workspace, and first was happy to see that nothing changed.

    Then i saw the reverse order when opening a ticket. :-( 

    This is disastrous for the performance of agents on tickets.  Newest entry on top , and the empty textbox for new entry above is the MOST efficient way of reading, its basic UI design.

    now there is a lot of useless information your eyes and brain have to process before getting to the important part of latest entry and entering new info. 

    - must be a system wide setting, to reverse this.

     

     

     

     

    2
  • Eric Rizzo

    It's very disappointing that the comment order was changed in Agent Workspace without providing an option to choose comment order ascending or descending. Please consider offering this in the future.

    2
  • Kalle Windefalk

    +1 for this

    1
  • Timothy Beutler

    @... Where can we find this Agent Workspace? I looked today and still don't see any easy way to reverse the order of the comments.

    1
  • Pauline Cussac Test

    +1 for this ability

    1
  • Pat Colombo

    +1 as well. why would you not offer this in the new interface? 

    1
  • Tomer Ben-Arye

    Kolten Kittleson

    Any ETA for anything here, or will we be hanged in the air for the next 2 years? ( as the original post was created )

     

    1

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