Please change the ticket view to newest reply on top and the reply to (internal and external) on top

Geplant

6 Kommentare

  • Michael Yuen

    Agreed. We are holding off on implementing agent workspace until this is done. (Or until we're forced to implement it, whichever comes first). 

    I'm surprised it was set up this way to begin with--surely the knowledgeable folks at Zendesk would have known that newest-first makes much more sense from a practical perspective.

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  • Ross Malyon

    Hey Zendesk,

    Multiple people have asked for you to change this MADNESS

    add it as an option because right now you are making a lot of work.

    Multiple companies I know use zendesk and 100% all of them are looking at Zoho now.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Ross and Michael, 
     
    I am happy to share that this functionality is in the works. It looks like we missed this thread when sharing an update so I do apologize for that. 
     
    Check out our update here: Change the order of the comments as an agent when viewing a ticket
     
    Let me know if you have any other questions!
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  • Michael Yuen

    Thanks for the info, Brett Bowser! Looking forward to the update.

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  • Aaron Hu

    I don't understand why Zendesk changed this. The newest email on top was so much better. Now I have to scroll to find the latest reply. Since Zendesk isn't changing this, our team is going to change to use another software. It's that serious!

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  • Paolo
    Zendesk Engineering
    Hi Aaron,
     
    We have an EAP for you to have the option to customize your preference for the conversation flow and composer location in tickets. More information here.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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