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Adding and removing the delimiter from email notifications



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Amy Malka

Zendesk Documentation Team

Edited Jan 22, 2025


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4 comments

We've noticed that the ellipsis only shows up for end user replies, and that the agent does not have the option. Is there a way to activate the ellipsis for the agent to see the history as well in the comment, both current comment/reply they are writing and historical comments? We have had issues where comments (client replies) come out of order and the team doesn't always trust what they are replying to, and this would be a good way to both check and audit when it occurs.

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We have noticed a really poor experience in our agent UI lately. Not sure if it's related to this, and the agent I am working with doesn't seem to know either.

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Sabra

Zendesk Customer Care

Hey John! Agent replies from the Support UI are not going to have the ellipsis that email comments from end users have. Depending on the exact situation your agents are running into, reviewing the timestamp in the Ticket Events view may be helpful as there are some cases where the timestamp in the Conversations view of the ticket will vary with the timestamp of the Events view. These situations are covered in depth here: Ticket timestamps in the conversations view are different from the events view

Josh - I'm so sorry to hear that you and your agents have been having a poor experience in the UI! Please do reach out to our Support team with specific examples of what you are seeing so we can investigate further!

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Sabra:

Not sure if it's related to this, and the agent I am working with doesn't seem to know either.

 

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