New Ticket Comment Filters Follow

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41 comments

  • Avatar
    Jonathan March (Edited )

    Thanks, Mayra. These might potentially be useful in some cases, but frankly the biggest gain would be from a related feature whose UX would be a bit harder to specify, but which has been often requested -- namely the ability to collapse arbitrary comments. Realistically, the most useful path through a long ticket is often an irregular mix of public and internal comments, and the comments that are irrelevant are also a mix of public and internal.

    The UX gets tricky because --- do you persist these between browser sessions on one machine (yes, definitely, IMO), do you carry them across browsers (nice to have but probably not if it would delay the feature), share them between users (probably not). Some nice commands to have would be expand all and collapse all. Another trickier-to-implement command would be a temporary expand all (for searching), followed by a "collapse to prior state".

  • Avatar
    Joel Hellman (Edited )

    The comment stream has lot of potential, glad to see this update. Thanks! 

    Still miss being able to see in the comment stream which recipients the commenters updating a ticket via email were addressing at the time of their comment. This is super important information for us to understand the context of an update via email.

    The real world is full of examples where external and internal emails reach our Zendesk, and we want the comment stream to guide us if and who to respond to.

    An example that illustrates a typical issue:

    It's hard for support to see who the commenter is addressing above, and a comment may not always be directed to our support (support may just have been looped in).

    These situations happens when more than one party is addressed or joins a ticket conversation. We don't want to prevent commenters from adding CCs, so blocking CCs altogether is not an attractive solution.  

    To address questions of ambiguity and to see the originally addressed recipients, we have the option to open the original email like this:

    But if the comment stream has multiple comments and more recipients are added, getting a sense of the who are being addressed becomes hard. 

    Especially when two parties are talking with each other and updating the ticket (and support is just reading the updates, and monitoring). 

    And if multiple Zendesk support addresses are addressed, only the first listed in the email is shown in Zendesk, while the rest are silently dropped. This is not evident in any way except the original email information box, but there's no hint for the agents that there is a reason to open the original email (so it's often missed). 

    Therefore we would love if we could better show the addressed parties in the comment stream, especially when it comes to updates via email. 

    Something like this would give us the tool we need to better handle these situations:

     

    EDIT: the images where scaled down a bit, but you should be able to right-click and open them in a new window or tab if they are hard to read.

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    Sebastiaan Wijchers (Edited )

    Just wanted to drop in to say I agree with Joel! Zendesk is a ticketing system, but the end-users often use an email client, which makes it less one-on-one.

    What Joel is suggesting here makes it more clear to the agent who's involved and who's being adressed by the enduser's email. Information that's being buried right now.

    Especially with the already clumsy way CCs work, this would be really beneficial.

  • Avatar
    Nadia De Vriendt

    +1 for Joel's suggestion. We have the same ambiguity sometimes, not knowing whether the requester addressed support or the person in the 'cc' box.

    And the new ticket comments views and filters will definitely come in handy as well.

  • Avatar
    Systems Team

    Hello, this looks great.  The screenshots are a little hard to see so maybe if you can zoom in a bit more that would help.  Mahalo, Barbara

  • Avatar
    Abbey Neumann

    This is exciting! Though I do agree with Joel about addressing the ambiguity of who messages are "to" and who was included in a more visible way.

    What about printing cases? For example, If we filter for just public comments, then print the case, will it print only the public comments? OR still the whole case?

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    Chris Alfaro

    Great feature, but still no more than a few views on the left side? Grrrr...

  • Avatar
    Jonathan Semones

    Cool Stuff!  

    Another useful (and simple maybe) filter would be 'Has Attachment'.  When we have support meetings often we are playing Scroll Search for some comment that had an attached screenshot.

  • Avatar
    Clarinda Dodson (Edited )

    @Chris Alfaro, I also find the Views on the left a bit limiting; however I did install an app called Quickie that allows you to see more Views at once. It does take a little getting used to because it's in the upper right, but I've found it very helpful.

  • Avatar
    Mayra Pacheco

    @Andrea, thanks for the feedback. Added new, zoomed in screenshots so you can see the full page and the close up view. 

    @Jonathan March, we definitely have heard the community's feedback regarding the clutter in the ticket comments. This is one of many projects to help address multiple use cases here. This is mainly to help those who have a need to distinguish between internal and public conversations. We're working on other features to help collapse information that is not important. I'll make sure you're in the loop on those features when we get closer to a beta.

    @Joel, I completely agree with you here. We don't do a great job of showing who received what beyond the requester. This is something we plan on working on but not quite at this moment. Our first step is to clean up the conversation stream a bit before we add more information to it so it doesn't become overwhelming and more cluttered.

    @Chris Alfaro, we're focusing on the ticket comments right now, but I hear you on updates to views being necessary. I'd love to set up a call with you in the near future to hear your needs for views.

    @Jonathan Semones, We've got some ideas for images brewing. Images are hard to find even though they sometimes convey the most important parts of the conversation. This is out of scope for the immediate filter updates but is part of a larger conversation about the ticket UI. If you're up for it, I'd love to reach out to you re: some early prototypes we have and better understand your use cases here.

  • Avatar
    Jonathan March

    looking forward!

  • Avatar
    Ali Ayaz

    This looks great.

    Another useful filter might be to be able to view comments from one specific date or a range of dates.

    This is especially useful if the ticket has had a long history of comments/updates. When a customer calls in, or a support manager is going through the ticket to look for something specific which may have happened during a certain date, or within a certain dates' range, they can just input the date, or the date range and see the comments, instead of scrolling the entire ticket, and reading the dates, etc.

  • Avatar
    Jonathan Semones

    @Mayra Pacheco, Sounds great, I'd be happy to help!

  • Avatar
    James Harvard (Edited )

    Strong +1 for being able to collapse individual comments on request. At its most basic this could be a one-off command that does not preserve its state (as per Jonathan's suggestion) at all when the ticket is re-opened; it would still be useful.

    Or 'table of contents' type links ('table of comments'?!), listing commenter name, mode & date so that one could jump direct.

    The use case is comments of this sort:

    Yes, I agree with Bert. Furthermore I also think X.

    Yours thoughtfully,


    Ernie

    --

    Stupid long disclaimer about how you must have your email server, your email client and your memory wiped of all the information you've just seen above, if the sender actually intended this message for someone else. Because if I phrase it like I think a lawyer would then it's totally legally binding, right?



    On 5 October 2016 Julius Caesar wrote:



    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean luctus justo eget vulputate tincidunt. Cras condimentum tortor nisi, id posuere justo eleifend sed. Nulla aliquet urna arcu, eget sollicitudin libero ornare at. Phasellus consequat turpis nulla, eu faucibus ex euismod vel. Aenean a interdum ante. Nam vulputate maximus aliquam. Nulla consectetur fermentum scelerisque. Praesent luctus, lectus a feugiat blandit, metus erat malesuada metus, in pretium ante mi sed ligula.

    Cras at dui consectetur, auctor nulla nec, scelerisque velit. Ut convallis malesuada luctus. Pellentesque congue mi justo. Praesent et enim molestie, lobortis elit a, elementum purus. Cras vel aliquam felis, in dictum mi. Sed cursus aliquam odio et vulputate. Nunc porttitor condimentum eros, quis gravida diam fringilla ut.

    Yours in conquest,



    Jules


    [Another 400 lines of old emails]



    Ticket comment from Bert that you miss because you're scrolling so fast by the time you actually reach it :-(

  • Avatar
    Mayra Pacheco

    @James It sounds like you're asking for a UI workaround to a deeper problem. Collapsing individual comments is necessary in your use case because we didn't automatically detect the reply and the signature to begin with. This is a separate problem that needs tackling. We understand that email replies and email signatures aren't necessarily useful and don't need to be front and center on a ticket; that leads to long unwieldy messages like the one you posted above.

    This particular feature that we're releasing is addressing the need to view the internal conversation separately from the external conversation. It's addressing a different issue than the one you bring up, but we are aware of the problem you highlight and are looking into some possible solutions. 

  • Avatar
    Jonathan March

    @Mayra, understood that these are different problems. But for many of us, the problem that James refers to is far more significant than the one that ZD is now fixing.

    Calling his proposal a "workaround" makes it sound like it would be a second-best approach. However

    a) The odds of ZD being able to successfully detect reformatted repeated text and quirky signatures and disclaimers in the next few years seems slim. You're right, that's a deep problem. 

    b) Plus, while James's example is cute, signatures and repeated text are not even the main reason for wanting to collapse some comments. The main problem is comments that are irrelevant to the task at hand today, and there's no way you can auto-detect that.

    So please, just give us the "workaround" and don't try to waste resources fixing deep problems that aren't even specifiable in advance.

  • Avatar
    Mayra Pacheco

     

    @Jonathan I agree that work flow issues are never cute. They have very real impact on team efficiency. 

    For the specific problem that @James brings up, I think we can do better by our agents. The burden shouldn't be on agents to manually collapse everything with an intrusive signature or reply. This is why we're looking into tackling this problem. 

    I hear you when you say that there are other problems with the comment stream. That's completely valid and in line with how we're approaching it. This one solution isn't meant to address all use cases, just like detecting signatures and replies isn't meant to address all use cases. They are different solutions to different problems.

    We're definitely not ruling out collapsing comments as a solution to other problems, but the two immediate problems mentioned can be solved in more efficient ways that don't require agent work. 

    I'd love to hear more about specific use cases for comments that are not relevant. There's a discussion here around the topic of long comments and irrelevant comments. Please jump in and help me better understand that use case.

     

  • Avatar
    Jonathan March

    Thanks @Mayra, understood and appreciated.

    We're a software company, and sometimes we'll receive long stretches of logs or console output, good for extracting nuggets from, and important to have for the record, but not something that we want to have to scroll past every time we're reviewing the ticket.

    Frequently, we'll have a long discussion (internal, external, or both) which is finally resolved with a few brief action items, and again, the discussion itself is good for the record, but otherwise just adds noise. 

    Sometimes long comments are simply 95% irrelevant from the beginning because they were sent in as a copy/paste, or forward, of a long email chain which only discussed this ticket's actual issue in small part.

  • Avatar
    James Harvard (Edited )

    Hello, @Mayra, I can confirm the examples that @Jonathan gives. Apologies, because I probably obscured the issue by getting carried away with the very specific example which I was entertaining myself by concocting!

    My example was specific, but the problem is general: navigating through the comments is hard. While the new internal/external filter might help in some cases, filtering and navigating are not the same thing. I very often want to step past comments one at a time, and this is tricky unless all the comments are short. Attempting to scroll to an as-yet-unknown point (the start of the next comment) is either time-consuming or error-prone.

    Being able to collapse a comment is not the only possible solution to the this need, but it is surely the easiest to implement. I think it would be a versatile tool that could prove helpful to agents in a variety of scenarios.

  • Avatar
    Michael McAfoos

    Hi @Mayra,

    The feedback coming from our org on this feature has been very positive so far, so thanks for this!

    One suggested improvement that has come up would be to have the "Print Ticket" option honor these filters (e.g. if I choose print ticket when it is filtered for public comments only, it should print only the public comments. Today it still prints all comments including internal).

    This would be very helpful for us, as we sometimes have a need to print tickets excluding the internal notes, and typically it creates a lot of extra work for us as we have to work to redact the info somehow first.

  • Avatar
    Mayra Pacheco

    @Michael It's great to hear that this new functionality is being well received! We've heard of this need from a few other companies and actually have this as a piece of work to finish for this project in the near future.

  • Avatar
    Jonathan March

    Got this today. It is nice, as far as it goes.

    Why hasn't it been in the weekly release notes? As I've commented twice now, the release notes seldom seem to include changes to Zendesk agent interface.

    Thanks!

  • Avatar
    Joel Hellman

    I like Michael's suggestion about printing.

    To that I'll add my thoughts that a truly useful print function would let us choose what comments to print. To print only public or internal still prevents the scenarios where there are select comments we want to print, which is common. 

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    Dana

    I want to be able to turn this off, or put it at the bottom of the screen.  

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    Wouter van Gessel

    +1 for turning this off. It's great for large companies, but makes the UI too cluttered

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    Sean Morrissey

    With the new filtering option, the print tickets feature should be updated to support this feature as well. It would be nice to print just the filtered view. 

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    Donna Krischke

    Hello!

    Love the new changes. Although my team feel the conversation drop down is unnecessary – could it just be a button like it used to be? It’s one extra click, but when you’re dealing with a large volume of tickets it can have a big impact.

     

     

    Thanks!

    Donna

     

     

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    Wouter van Gessel

    We would actually prefer everything within the drop down, including the new "All/public/internal", as the UI is too cluttered. Also the design with the bright colour next to "All" is ugly (not like the rest of the smooth Zendesk design).

     

    We would much more prefer if the "open in HTML" button was easier to reach.

  • Avatar
    Mayra Pacheco

    @Sean Morrissey that functionality is coming in the near future. Didn't quite make it for the release but I understand that it's a need for many companies.

  • Avatar
    Mayra Pacheco

    @Donna the old implementation was very difficult for new customers to wrap their heads around. This design gives them a clear title for where they are in the UI. It also opens up this area for us to add additional filtering options to both the Events and the Conversation. 

    Would your agents be interested in having a keyboard shortcut to access Events? I'd love to hear more about how they work through high volumes of tickets and how often switching between Conversation and Events occurs.

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