[COMPLETED] Allow control of the order of comments for end users
CompletedEnd User can only see the order of comments on a ticket in chronological order. They have complained to me that it is inconvenient to scroll all the way to the bottom to see the latest updates. Why not allow them to sort in reverser (most recent comments first) like administators can?
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Please sort this asap, really can't believe something that would be so easy to fix, has taken seven years and still not at the top of your list, lets hope the product team has 'bandwidth' to address this very soon!
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Fantastic news, Ryan, thank you!! Appreciated.
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It appears we have a miracle!!!
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Am I being simple, but I can't see 'Guide admin > Settings' within my Zendesk account.
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Thanks, Kevin
Have just forwarded your instructions onto my provider, as I am an end user and only have very limited options and gather it's something they need to change at their end.
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It's worked for me too (please note - our provider needed to have administrator permissions to make the changes).
Unfortunately the end user still needs to scroll to the bottom of the screen to find the 'reply box'!
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I can confirm that this does reverse the order of the comments, but it hasn't solved the problem that we're describing here. *Yes* the order now shows the newest comment at the top, but as Sarah said they still have to scroll all the way to the bottom to reply.
The point is to keep the most relevant parts of the ticket (the newest comment and the reply box) at the top so that extremely long tickets are easier to manage. This solution still presents a major hassle for the customer.
This behavior (reply box at top; most recent comment at top) is available in the Agent platform (and I think may even be the default) so ZenDesk clearly sees it as a more practical way to interact with support requests.
Am I missing something here?
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Thanks for the comment, Jonathan - summarised brilliantly, not missing anything, it’s Zendesk who are missing what end users clearly need.
Hopefully Zendesk will see our comments and make this small change to put the comment/reply box at the top of a ticket!
Fingers crosssed!
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@ryan the problem we're having now is if you have more than one page of comments when you submit a comment it goes to the last page where the oldest comments are. Is there a way to prevent this behavior?
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Hey Jonathon -
I suspect that will require some custom code; you could cross-post your question in the Guide Theme Customizations topic in the Community to see if some other users can help you out.
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@Ryan
I followed your advise here:
https://support.zendesk.com/hc/en-us/community/posts/203427576/comments/360001696727
Any reason why the user couldn't leave a comment here. When I click "Add to conversation" nothing happens.
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Hey Dennis,
It's a matter of prioritization. With hundreds of requests coming in every week, we have to make tough decisions about what does or doesn't get put on the roadmap every quarter. There are often things that we know many users would love to have, and we would love to build, but they get de-prioritized for other things that impact more users, are more pertinent to workflows (necessary vs. nice to have), etc.
That being said, I know that the product team is looking into this particular issue, and I hope to have an update for you on that soon.
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This will be covered in a larger scope thread. I would follow https://support.zendesk.com/hc/communities/public/posts/203421226-Views-and-enhancements-for-End-Users
This looks to be a target in this or the next quarter. See Andrew Dahl's comment from 6 months ago
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Hi Simon,
I'll reply for Andrew. Unfortunately we don't have an ETA right now. We are trying to find out exactly where to fit it into our plans.
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