Composing messages in the Zendesk Agent Workspace

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  • Francois Spinnael

    The only reason why I don't activate this, is because we have to scroll down to see the latest replies. 

    Is it not possible to have the latest replies at top like it is in the non Agent Workspace view ?



  • Cheeny Aban
    Zendesk Customer Care

    Hi Francois,

    Unfortunately, there is no option to change the flow of comments in the Agent Workspace yet. However, we understand your need for this functionality so I am marking this ticket as product feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.


  • Florian W.

    I'm intereseted to activate the agent workspace for our agents too, but having the latest reply on the bottom doesn't makes sense, especially as we have long conversations sometimes.

  • Beto
    Hello Florian, thanks for your message, we truly value our client's feedback!
    The reason for this change is that with the Agent Workspace, you are now able to treat Tickets from Support, Chat, and Talk as well as social media on the same composer. In order To be compatible with chats and provide a more-natural conversation flow, ticket comments are arranged from oldest to newest, with the newest comments at the bottom as you can see on this article: About the Zendesk Agent Workspace.

    Remember that you can always go back to the last message by clicking here: 

    And you can revert back at any time to the classic Workspace after trying the Agent Workspace by following the instructions here.

    I hope this was helpful!
  • Reneé Lasswell

    Since we added text color, we -really- need a button for "remove formatting" in this WYSIWG panel!


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