Shawn Dismuke

As an enterprise user, I was able to make the switch back to the top to bottom view and OH MY GOD it is so nice to have that back.  We save so much time from not having to scroll up to find the start of a long chain email.  Thank you Zendesk for making that change!

However, I feel bad for all the non-enterprise users who are not able to make this change.  I would guess that most non-chat/email only users will be non-enterprise accounts due to not having the staff to support a 24/7 chat option.  Zendesk needs to make this option available to any account level.

We've been using Agent Workspace since last August and the ordering issue is still very irritating.  As most other commenters have mentioned, we're solely email based so when we have multiple entries in the tickets of emails that themselves have multiple responses, it's very difficult to see what is the most recent response in the latest email chain.  Being able to sort newest to oldest would be my preference but at the very least, maybe toggle the background color from one public update to the next so it's is easier to determine where one begins and the other ends.

I guess my comment was wiped or aged out so just reposting that it's still an issue even now.  We've found that setting ourselves Offline instead of Away tends to alleviate the issue somewhat.  But we'll still see instances of someone who has been offline for awhile, immediately receive a call when they went online, when other people have already been online.  I still say it would be nice to know which Agent is currently up next in the queue whether in the app or via API.