Allow control of the order of comments for end users

Completed

134 Comments

  • Official comment
    Ryan McGrew

    Hi all, first and foremost, thank you for all of your feedback. We do regularly read it and your feedback does help us understand what you need out of our products. As Nicole mentioned, we’ve been aware of this need for some time, and I am happy to say that we’ve finally had the opportunity to prioritize this and we have released the change today.

    In order to change the default ordering of comments for requests go to Guide admin > Settings. Under Content Management you’ll find a new section where you can select the ordering you would like to default to. Either oldest comment first or newest comment first.


  • Jason

    Honestly,  I was surprised that this feature hadn't already been built in.   Agents and administrators have this feature,  and its also possible to change the comment order on a forum.    Should be a small step for Zendesk to add this feature for end user comments too?

    5
  • Bmeadowssmith

    My end-users have also complained about this.  I think people are predisposed to the Facebook posting style where latest comments are shown on top, not at the bottom of the screen - which is very sensible and logical for efficiency.

    5
  • James Brock

    I have also had complaints from users about this, seems like a relatively simple fix to resolve this issue?

    5
  • Janet Jessup

    Is there anything new on this request to change the sort order of comments?

    5
  • Jonathan Winters

    As of a few weeks ago (just before I 'liked' this feature request and stated following this thread), I got a response directly from ZenDesk that this feature is not on the development schedule, and that this forum was the only way to have a chance of getting it developed. 

     

    I took that to mean that it isn't going to happen. 

     

    Unfortunately, I think most people aren't aware of this issue because from the Agent's perspective changing the sort order is an option, so why wouldn't it be for the customer? At least, that's what I assumed. It was only when we did some testing to experience what our customers go through when using our support (after several complaints) did we notice that this was terribly inconvenient (especially on long ticket threads). 

    4
  • Franklin Frith

    When agents look at tickets, the LATEST comments are first.

    I was unaware that our end users are seeing the OLDEST comments first. This is very confusing. No wonder no one wants to use our portal, they all want to use emails.

    We provide business services. Therefore, our customer, vendor, and employee communications are ongoing. We have had a difficult time convincing our customers, vendors, and employees to login to the portal and use the portal for submitting new requests and managing existing ones.

    I completely understand why they don't want to use the portal and instead, simply reply to the portal emails. When they view an opened ticket via the portal, they have to scroll down to the bottom of the ticket to see the latest response. This is very confusing. When they open a ticket, they should immediately see the latest response.

    I am very satisfied with Zendesk to date. We have 15 licensed seats paid on an annual basis. However, this is a feature that if not fixed, may prompt me to look at other options. I need the end user experience to be as clean as the agent experience so that my end users actually want to login to the portal to manage all of the issues we deal with. I do like the fact that end users can login with their google, twitter accounts, etc. 

    But the order of comments in the tickets can be a show stopper for me. We have been on board with Zendesk for almost a year now. I was completely unaware of this problem.

    I truly hope that this issue is fixed immediately.

    8
  • Franklin Frith

    I am surprised that this isn't being addressed.

    As I had stated in my last comment on August 27th, I was surprised to find out that our end users must scroll all the way down to see the LATEST comment. That makes no sense at all.

    We are very service oriented. I pay for 15 licensed agents seats on an annual basis. If I don't see this addressed, I plan on looking at other options. 

    Forcing an end user to scroll all of the way down to the end of a ticket to see the most recent response is in essence forcing them NOT to use the portal and to use their emails to respond. I know know why so many of our customers do not want to use the portal directly. I wouldn't. 

    6
  • Andrew France

    Wow I've just spotted this thread, and it's a relief to hear that I'm not the only one who thinks this is completely wrong. In fact I've already raised this up in another thread, but it didn't go anywhere. I was asked to create a feature request.

    I had a support ticket open also, but the answer was that going to the Help Center to check on tickets is not the norm, as most users work from email. Which is in newest to oldest order. My thoughts are if the agent interface and email are ordered like that, then it makes sense that the Help Center is also. Just for continuity if nothing else.

    The problem we have with this order is if your requesting a screencast from a user. Not only is the link hidden until you click into the Add Reply box, but it's also right at the bottom of the page. So requesting a screencast becomes an issue in itself!

     

    +1 from me

    5
  • Rich Saleh

    Has anyone from Zendesk ever read this thread? It would be nice to hear a comment from the product team.

    4
  • Andrew France

    For reference here is the reply I got from support regarding this:

    "I had to go into my old Classic account to double check, but we have never supported the reverse ordering of comments in the Web Portal or Help Center, as users often visit that when reviewing a case, etc., in addition to updating their ticket.

    By far, our most popular form of interaction is email, and in email, the most recent comment does appear at the top of the ticket.

    In order to log into the Web Portal, the user would have already received an email, so should know of your most recent comment, otherwise, randomly logging into the Web Portal and hitting refresh is a bit "out of the norm".

    That said, I do hear you, and understand your desire -- my apologies for not being able to find an effective workaround to this given your use case. We truly value customer feedback and the feature request forum is one of the main ways we keep track of what our customers want in Zendesk. Our Product team regularly reviews all of our feature requests, so this is a great place to share this feature.

    You've done the right thing by voicing your request there, as that forum is the primary channel used by our Product Management team to discuss and prioritize feature requests. I also recommend subscribing to the article so you'll be updated of any further comments."

    So basically the best chance to make this happen is by people voting for it. But then the Auto-Refresh request has a ton of votes and is still not in development, so I'm not getting my hopes up.

    4
  • Scott Carpenter

    One of our key end-users have also just requested this feature. Is it on the roadmap?

     

    4
  • Franklin Frith

    When agents look at tickets, the LATEST comments are first.

    I was unaware that our end users are seeing the OLDEST comments first. This is very confusing. No wonder no one wants to use our portal, they all want to use emails.

    We provide business services. Therefore, our customer, vendor, and employee communications are ongoing. We have had a difficult time convincing our customers, vendors, and employees to login to the portal and use the portal for submitting new requests and managing existing ones.

    I completely understand why they don't want to use the portal and instead, simply reply to the portal emails. When they view an opened ticket via the portal, they have to scroll down to the bottom of the ticket to see the latest response. This is very confusing. When they open a ticket, they should immediately see the latest response.

    I am very satisfied with Zendesk to date. We have 15 licensed seats paid on an annual basis. However, this is a feature that if not fixed, may prompt me to look at other options. I need the end user experience to be as clean as the agent experience so that my end users actually want to login to the portal to manage all of the issues we deal with. 

    But the order of comments in the tickets can be a show stopper for me. We have been on board with Zendesk for almost a year now. I was completely unaware of this problem.

    I truly hope that this issue is fixed immediately.

    4
  • Marc Schneider

    Our customer see this also as inconvenient. There must be a obvious reason why the agent view has the "last comment first". Same reason must exist for the end-user. So how hard can it be to do the same for the end-user?

     

    4
  • James Brock

    So we are nearly 3 years on with no sign of a fix for this and no "official" response from Zendesk on this thread. Adding an ORDER BY Date DESC cannot be that hard can it?

    5
  • Vidhya Vijayakumar

    It looks like the agents are not able to reverse the order of comments either now. Didn't this used to be allowed in the web portal?

    Its un-intuitive to have end users have the comments in reverse while the agents have it most recent on top. Both interfaces should be customizable!

    4
  • Andrew Dahl

    Hi all,

    Good news. The order of request comments in the Help Center is planned to be aligned with the agent interface. This means that comments will be shown newest to oldest with the new comment box at the top. The change should be coming within the next months, so stay tuned. Please note that this change will only be made to Help Center and not Web Portal, as we are no longer adding new features to Web Portal.

    3
  • Carlos Flores

    I'd like the reverse for Agents Old to New (bottom), rather than New to Old (bottom)

     

    2
  • Simon van de Westerlo

    +1

    @ Andrew, as I also asked in the other similar post, is there an ETA ?

    3
  • Christian Colding

    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.

     

    -3
  • Frank Bruner

    Good Morning,

    We have had several of our customers complain that this is inconvenient and would like to be able to reverse the order of comments to show the newest first. This is my +1. 

    Do please let us know when this is available. 

    Thank you!

    4
  • Vidhya Vijayakumar

    any update on this? its very annoying for the customers to have to have read everything backwards. Some of our customers have very long ticket threads

    4
  • Sylvain Bouet

    Yes please, need it asap now.

    4
  • Zvika Dror

    How many more comments needs to be added here for rating?

    After 3 years, Let me have that code.

    This can be done with Greasemoney / User script, as I did for other missing Artifacts in your user / agent views... but why? Reverse by default or add a feature to sort up or down.

    Thanks you!

    2
  • Steven Ekman

    We would really like to have the sorting changed as well as the add comment box at the top, like others have mentioned in this thread.  Is there any update from Zendesk on this?  Is there a better thread to follow??

    2
  • Shawn Oudavanh

    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

    -2
  • Zvika Dror

    @Shawn - This is a focused change, there is no need to do it 4/7 years later in any larger scope - it IS the scope of communication with our customers and if we have their last comment on top, they should have our last comment on top as well.

    Checkbox and Sort option, keep in cookie var, so easy to implement and such a needed improvement which should have been in ZenDesk ticket view from day 1.

    2
  • Shawn Oudavanh

    I don't disagree there it should have been in place since day 1. I'm merely sharing what I found in another thread.

    1
  • Zvika Dror

    Thanks Shawn.

    Using a system doesn't mean you need to live with its flaws, and seems user rating doesn't help ZenDesk PMs to fix what's important for the customers on existing info bits before shooting towards new adventures, or at least dedicate 20% dev time for requested changes, and alert when they are over 1-2-5 years old and still pinging.

    I'm not here to Rant - we really need this small change which makes our customers' lives harder to get our answers in stressed support times.

    Thanks

    5
  • Sylvain Bouet

    Can't say it better

    3

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