Conversation focus in Agent Workspace when Opening ticket
AbgeschlossenWhen you open a ticket in the Agent Workspace I think the focus of the conversation should be at the TOP of the latest message, not the bottom. (Currently it is at the bottom and if the last message is a long one, or a long email chain, then it's confusing and the agent has to scroll to find the correct starting point).
This has become an issue since we moved to Agent Workspace and the conversation feed inverted.
How it would work better can be demonstrated by clicking the Event button twice on an open ticket, this takes you to the Events feed and then back to the Conversation but critically this then focusses the conversation feed correctly at the top of the newest message.
Could whatever is setting the focus in this scenario please be activated on ticket opening too please?
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Offizieller Kommentar
Hello Andrew Paterson - Great news! We heard you and we have released an enhancement today. You can find more details in the article. Please feel free to provide feedback as well: https://support.zendesk.com/hc/en-us/community/posts/4784771853338-Need-feedback-on-the-release-of-Open-at-the-top-of-the-latest-message-in-Agent-Workspace
Thanks!
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