Nicolas Jepsen

Was just informed about this, but the “fix” is actually coming in an EAP. However… it is only available through enterprise ironically👏 …

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Thanks for the fast reply Kolten! I think you should expand on the idea behind what already exist in for instance the Lovely Views app. My thoughts about views is, that it is somewhat similar to a regular folder, so why not make it more modular with the ability to drag-n-drop and re-order directly from the same interface. I think that the ability to create a "hierachy of views" is something very much needed. You could expand on this "modular" idea with further customization to color, font, general layout etc. to make Zendesk support even more tailored to fit the overall business and agent workspace area.

I totally agree. This is a VITAL feature before we can proceed to the new interface. We just onboarded our Logistics department and they have really long conversations on a ticket. Due to the way tickets are sorted right now... for instance when the requester writes back from i.e Outlook (descending), all of the convo(replys) is pasted into the ticket and thus the newest response is not even in the bottom of the ticket window (ascending view) and you have to scroll through the previous responses to find the exact reply that was just given. This results in our department having to scroll through the ticket, spending alot of time figuring out where the newest response is... i get the overall idea behind having it mirror an omni-channel messenger setup, but this just doesnt work for larger conversations with outlook users, where the order is different. 

Another thing which bothers me in general - why havent you made the interface support more views and customization hereof ? (this is an integral part of the work flow in a bigger multi department setup) and also the possibility of having a hierarchy of views ---> this in general means more control over ticket flow and suits the whole "agent workspace" interface idea. This should be standard and not something you have to buy from a 3rd party developer.