Please revert the change to the email thread order

2 Kommentare

  • Daniel Longwing

    ... That has nothing to do with the display order of the messages. The update reversed it from a normal industry standard to a setup that doesn't integrate well with any major email provider.

    Emails are sorted as follows within every major mail application:

    • Current message.
    • 2nd reply
    • 1st reply
    • Original email

    Zendesk retains this, but then orders each email in inverse order. So a ticket chain will look like this:

    • Original email

    ----

    • 1st reply
    • Original email

    ---

    • 2nd reply
    • 1st reply
    • Original email

    ---

    • Current message
    • 2nd reply
    • 1st reply
    • Original email

    ---

    Text entry field for responses

    -

    This setup is incredibly annoying. You have to scroll through a ton of extraneous data to find the small number of relevant pieces needed to respond to the ticket (keep in mind that any of these bullet points could be multiple screens of text and screenshots).

    3
  • Erik Bailey

    +1. We have not yet been migrated to the new interface, but this is the single most scary change I see. Having the most recent information directly on top is fundamental and anything else is insane. Your example of how inbound emails are shown is spot-on. This needs to change. Upvoted.

    1

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