Need feedback on the release of "Open at the top of the latest message" in Agent Workspace
We heard you! We have several complaints in community posts that it is difficult to read emails since we moved the composer to the bottom of the ticket conversation. Reading a long message required scrolling to the top of the message. There were cases where all you would see was the long signature. You would have to scroll up to see the content at the beginning of a long email.
With this release, we are now landing you at the top of that latest message when you open a ticket.
- If there are unread messages in the conversation, we open the ticket on top of the most recent unread message.
- If there are read messages in the conversation, we open the ticket on top of the most recent message.
This update should help agents consume information as quickly as possible, in the right order of events, and save scrolling time.
Let us know if you are liking this change and if you have feedback on how we can improve this experience. Thanks!
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This is a great feature.
Unfortunately it does not seem to work consistently yet.I can see certain Tickets still opening at the bottom of the Ticket, and not at the top. (I have tested this primarily with Tickets which have only one customer comment and are longer.) The behavior is still inconsistent, where sometimes the Ticket will open at the top, and other times at the bottom. Even for the same Ticket. I have not been able to identify why this happens.
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Does read and unread refer to the person in question opening the ticket, or anyone having open and read it?
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Hello Shayan Moussawi - Thanks for testing the feature and providing feedback. Do you mean the same ticket sometimes opens at the top and sometimes at the bottom? Can you clear cache and try again? It'll be helpful to get account assumption if possible. :)
Hello CJ Johnson - Read and unread refers to anyone opening the ticket. It isn't agent level currently. We do plan to improve this experience.
Thanks for engaging both!
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Amisha Sharma Yes exactly. I cleared cache and the same issue still occurs for some Tickets -
e.g. When I reload the page and open Ticket 1, it will jump to the very bottom of the Ticket. When I close the Ticket, and open it again, it will be at the top.
But reloading the page again, and going to Ticket 1, will be at the bottom again.
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Thanks, Shayan Moussawi - That's very helpful to know. Can you open a ticket with the Zendesk support team so that we can look into reproducing this issue and fixing it?
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Hello Amisha Sharma,
I have done some testing, and the issue seems to be due to two potentially colliding logics being applied.
You can notice it when opening a Ticket, and then reloading the page multiple times:
Sometimes, the view will jump to the bottom, sometimes it will jump to the top, sometimes it will jump to the bottom and then immediately jump to the top again.I have created a Ticket with customer service about this as well.
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Just give us the option to set some of these preferences if we like the newest messages at the top of bottom, if we like the reply window at the top or bottom, how hard would that be?
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Hello David - We are currently exploring solutions to provide more customization options in Agent Workspace.
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