[COMPLETED] Allow control of the order of comments for end users

Completed

134 Comments

  • Kevin Hunter

    We have had multiple customers complain about this problem as well. It *really* needs addressing.

    1
  • Jake Edwards

    @Nickie, warning, it breaks across pages.

    It needs to be implemented at the platform level to be an effective solution.

    Wish they'd hurry up!

    1
  • Jake Edwards

    @Nickie, that's the API documentation, but Zendesk's implementation paginates after a much shorter # of replies. I can't recall without checking a ticket but it might be as short as 10.

    I'd check your average ticket and "assume identify" to see how it looks for end users.

    1
  • Patrick Bennett

    @Nikkie, Jake is right, once the ticket starts pagination, the page order gets reversed, and it gets a bit awkward navigating those. Luckily we only ever had one or two tickets actually hit that number of comments(internal project tracking).

    We've never had an experience where it was customer facing.

    1
  • Franklin Frith

    Zendesk sent me an email directly stating that they are NOT going t o fix this. What a joke. We have 18 licenses and spend alot with Zendesk. We switched from paying by a year in advance to paying monthly because we are now looking for other solutions.

    Even when I logged in here, I had to spend time looking for the  latest comment and it is here  on page 4! the latest comment should be first, not last. Truthfully very disappointing given the  fact that this request has been ACTIVE FOR YEARS.

    1
  • RichSaleh

    Hey Franklin,

    Thanks for letting us know. It's really unbelievable how un-responsive they've been since I created this seemingly innocent, obvious and trivial request so many years ago. I've watched the comments over the years with amazement and have never directly complained since we have been on the lowest payment tier. I would be curious to see the text of the email if you can post it and what level the person in the organization was who finally sent it. I would be surprised if upper management would be happy with how this was handled it if they were aware. 

     

    Best of Luck to you!

     

    1
  • CamiloRodriguez

    Hi Deepa,

    Thanks for your explanation.  This issue affects hundreds of users.  And with all respect, not finding a solution upsets your customers.

    There should be a solution where the end user can choose the way they want to see the comments, first up or last up...., Zendesk has the resources and this issue keeps escalating... why not address it and make us all happy?

    Just food for thought!

    I really believe this issue will not go away, new customers will find this thread and we will all keep raising our voices!

    Please help us out! 

    =)

    Have a great weekend!

    1
  • Mary Paez

    I see there are many comments regarding community enhancements.  The issue of having to scroll through a bunch of comments to get to the official answer is a need that would really help our customers.

    I am hoping with all the comments we see here from ZD customers that we have the ability to add the official comment (response) to the top of the chain of comments.  Community enhancements should not be on the back burner as this is an important channel of communication now between a Support org & their customers.  As we are encouraging our customers to engage in the Community, we also have to provide them the best experience possible.

    I hope ZD will reconsider their plans to not improve the community experience.

    1
  • Isaac Slape

    Um. @Zendesk this seems like an easy thing to fix.

    Customers have been asking for this since 2011... could be an easy win for you.

    + 1 vote

    1
  • Dennis Martin

    @Zendesk,  Like all the other contributors to this forum, which was initiated in 2011, I find it amazing that in this time span, you folks have have not been able to offer "sort the sequence of ticket comments" at least for the end-users.  The latest comment should always be displayed first without having to scroll down to the bottom of the ticket......  after all this is the sequence used for agents.......... so why not for end-users??   I hope we don't have to wait for another 7 years for this.  It is a real pain for our end-users.  

    1
  • Cory Brown

    Good things are still happening in the world!

    1
  • Hunter, Kevin

    I found the setting (it's not in the Support settings you have to click the little 4-pane box to go to Guide, then top right there's a Guide Admin option, then on the left side there are settings with the little gear icon, and the new option is at the bottom of Content Management). 

    I've set mine, haven't tested to confirm that this Guide setting also affects tickets... fingers crossed!

    1
  • Ryan McGrew
    Zendesk Product Manager

    Hey All,

    Thanks for the quick feedback. In order to place the comment form above the comments, it should be fairly easily achievable with a customization of the request page template.

    Here's a quick screenshot of how I've implemented this in my test account

    Here's a gist of the template code based on the Copenhagen theme. Particularly take a look at lines 17 to 61 (they should be highlighted in the gist). You may find that your own theme differs from this, but the underlying idea is the same. Move the HTML of the comment form above the HTML for the comments.

    Here's some additional documentation on how to customize your theme 

     

    1
  • Zvika Dror

    Exactly the feedback I would use if I was running ZenDesk PM office.

    I just read your comment Franklin, wanted to rate it, so it jumped me to login and guess what? I needed to scroll again to the end of comments for rating, even though I was right there before login page...

    ZenDesk wake up!

    0
  • Vanvliet

    The list of issues and ignorance about them by Zendesk keeps piling up... Latest addition; Views and tickets being displayed as they were early this morning when I started. Updates not being saved, or at least telling me, seeing tickets back on New though having put in several details plus putting it on Open or On Hold. Really starting to wonder what alternatives to Zendesk there could be. I am really loosing faith in Zendesk...

    0
  • Colin Piper

    Vanvliet, my agents are not reporting any issues today. Is this just the view not updating or are these really changes not being saved?

    0
  • Vanvliet

    @Colin; It's the views only, because when you refresh the page a number of times eventually you will get a visual that shows the updated view. But it won't necessarily remain when reloading once again. It's horrible.

    Frankly got a very quick response from an agent when filing that issue (#1123340 - includes a screencast), and apparently I'm not the only one having this issue;

    "While we are aware of the problem and are already working hard to resolve this, your report really helps us understand the scope of the problem. I will go ahead and mark this ticket as an incident related to the original problem so that you will receive an update once the issue is resolved."

    Hope that won't take 7 years...

    0
  • Graeme Carmichael
    Community Moderator

    There is a service disruption today. Perhaps it is related to that.

    0
  • John Garcia

    Hi! I'm really excited to see this feature, when will it be added?

    0
  • Zvika Dror

    End of days...

    0
  • Cory Brown

    Any update on this one?

    0
  • Brennan Valenzuela

    +1 on comment order functionality.

    0
  • Franklin Frith

    We spend thousands of dollars per year for 18 agents as a plus customer. This issue has been open for years. It is absolutely ridiculous that a customer has to scroll down to see the latest comment. We have maybe a 1 or 2% customer usage rate of the portal. Everyone answers via email because logging into zendesk as a customer is a joke when one has to scroll down through pages of information to see the latest response.

    I find this troublesome that after years of this open request, this issue isn't resolved.

    0
  • Patrick Bennett

    Any new update to this request?

    0
  • Jake Edwards
    0
  • Jake Edwards

    I know this is far from an acceptable final solution, but you could potentially jQuery it.

    // start
    // handle comments
    var list = $('ul.comment-list');
    var listItems = list.children('li');
    list.append(listItems.get().reverse());

    // handle followup div
    var followup = $('div.request-follow-up');
    list.before(followup);

    // handle comment form
    var commentform = $('form.comment-form');
    list.before(commentform);

    // end

    Only lightly tested. Not sure if there are any divs I missed. Needs some css fine tuning.

    Potentially use some CSS to block out the view by standard (display: none) then reveal only when the sorting has finished.

    Also some JS condition to only affect the request page, instead of all pages (e.g. comment-list).

    0
  • PROVENTIC **** EMEA Reseller Partner
    Community Moderator

    We have tried to do something similar and our first attempt broke when there were more than one page of comments...

    So we extended our script to go through the pagination of each page to build the comment list before sorting it...

    The downside to this is that with a very long comment list it takes some time to build it (and if you have a slow internet connection its even worse).

    We build this for a client, but they ended up removing it again because it was not as smooth a solution as first intended!

    0
  • Jake Edwards

    Yeah pagination will break this.

    If the main request table didn't have pagination I'd make the table sortable ;)

    In conclusion, still a lot to be desired from the end user portal...

    0
  • Zvika Dror

    I'm unfollowing this. Waste of notifications.

    0
  • Vanvliet

    Me too. It's a shame Zendesk doesn't care about their own customers as much as they attemt to understand your customer service

    0

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