Release notes through 2023-05-26

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  • Jordy Zijp

    Hi Rob Stack

    Do you know if the Zendesk user interface is going to be changed back to the old format in the near future?

    Since we enabled the messaging feature, our interface has been modified. Now, the latest updates in the ticket appear at the bottom instead of the top of the page, which is how it used to be.

    It would be clearer and more user-friendly if we could configure it to be displayed as it was before. Alternatively, having an option to switch between both display settings would be appreciated.

    Thanks in advance.

  • Rob Stack
    Zendesk Documentation Team

    Hi Jordy. I'm not aware of any upcoming changes to the user interface, but this sounds like a great suggestion. Can I suggest you submit it to our feedback section, where the suggestion can be voted on by other users and viewed by the product teams? Thanks!

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jordy, 
    Thank you for your comments! To follow-up on Rob's response:
    It's a very popular request from our Agent Workspace customers to reverse the conversion thread. Unfortunately, we don’t have a magic solution. The Agent Workspace has to work with both email and messaging conversations. There are serious technical difficulties with switching the conversation thread back to the top, even for customers who are using email only. We recommend contacting Zendesk Customer Support. They can work with you to better understand your issues and help elevate your concerns to the Agent Workspace product team.


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