Allow control of the order of comments for end users

Completed

135 Comments

  • Jake Edwards
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    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...

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  • Deanna Cocco
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    +1 on this please! We just launched our Zendesk on 6/1 and it took less than one week for our users to request this same thing. I'm bummed to see how long this one's been open, but hopefully there is an update coming soon?!?!

    1
  • John Price
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    How long and how many comments needed to get this actioned? Been a reeeaaally long time. 

     

    Can Zendesk at least respond with where it is in the queue? Will it be addressed before we are forced to change from the current web portal in September, for example?

    1
  • Zvika Dror
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    I'm unfollowing this. Waste of notifications.

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

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  • Patrick Bennett
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    This is doable with very little modification to your template. I have had this reversed since we switched to the new Help Center.

    Add this to your JS in Theme Editor.

    // Reverse comments
    $('ul.comment-list').append(function () {

    return $(this).children().get().reverse()
    });

    Then edit your request page and move your

    #form 'comment' class='comment-form' and all form components

    above 

    ul class="comment-list"

    Yes, I know these instructions are a bit vague, as soon as I find the original how to posted on ZD forum, ill link it.

    And you should end up with something that looks like my screen capture.

    1
  • Brennan Valenzuela
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    Hey Zendesk friends,

    Work on the Help Center appears minimal, this makes me believe you have a brand new iteration on the horizon. Perhaps in the early stages, or it's an acquisition, or both which is forcing you stay mum.

    If there's a little bit of truth to that, just reply with a little wink...

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  • Jake Edwards
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    @pPatrick, this breaks with multiple pages (similar trick posted earlier).

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  • Martin Schneider
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    We've implemented Zendesk across our support function only a few months back and already we've had several clients comment on this. We're supporting a rather complex application and ticket threads can often get lengthy and having to scroll down is a pain.

    In order for to push Help Center as a preferred channel we need this changed to reverse chronological order. Until this is done clients will default to email. 

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  • Craig Smith
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    We need this too. Our clients are complaining about it.

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  • Rupert Hawkes
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    We need this too

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  • Peter Lynch
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    If I was zendesk I'd solve this by deploying a reverse sort handlebar helper

    Then we could reverse other lists as well with it.

    Instead of {{#each comments}} , implement a {{#each-reverse comments}}

    http://handlebarsjs.com/builtin_helpers.html#iteration

     

     

     

    1
  • Christian Estefani
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    Our company is also receiving complaints about this feature. May I ask why a request as crucial as this remains unresolved for 5.5 years now?

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  • Franklin Frith
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    We spend over $10,000 USD per year on licenses for Zendesk and have expressed our concern and client complaints about this for YEARS. Going on 3 years now I believe. 

    I am going to look for a new provider in 2017 if this isn't addressed within the next 90 days. 

    To be quite honest with you. This is pitiful! Why would any client login to the support portal if they have to scroll all the way down to see the latest comment. 

    This is a kindergarten issue. This should have been resolved a long time ago. I am very very disappointed.

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  • Carly Britton
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    Has this issue still not been resolved? Surely it is a quick code change on Zendesk's part. It just needs to mirror what the agents see. I am having complaints from a lot of clients about this, it is just not user friendly.

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  • Trish Truitt
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    OK Zendesk. I am a customer of one of your customers and I find it absolutely RIDICULOUS that you do not offer this feature.

    C'mon 3 years + and you don't offer the same 'last comment on top' view your agents get. 
    This is an obscene waste of your customers time as they repeatedly post that they need it as well as their customer's time.
    Get with the frickin' program - and fix it!!

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  • Trish Truitt
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    Here's my advice folks, get some of your customer to log on to this forum/thread and post their own complaints. Flood 'em till you get some action. 

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  • Franklin Frith
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    On January 04, 2017, I wrote the following in this thread (Have been writing for over 3 years now about this same issue):

    <<<BEGIN>>>

    We spend over $10,000 USD per year on licenses for Zendesk and have expressed our concern and client complaints about this for YEARS. Going on 3 years now I believe. 

    I am going to look for a new provider in 2017 if this isn't addressed within the next 90 days. 

    To be quite honest with you. This is pitiful! Why would any client login to the support portal if they have to scroll all the way down to see the latest comment. 

    This is a kindergarten issue. This should have been resolved a long time ago. I am very very disappointed.

    <<<END>>>

    This is the response I received via email from a Zendesk account executive on January 26th:

    <<<BEGIN>>>

    Hi Franklin, 

     
    I hope this email finds you well. My name is Juliana Capetillo and I am the Account Executive who manages the Mexican and Central American Territory for Zendesk. We were in contact briefly last year. I wanted to reach out to you regarding a feature request you brought up to our support team. 
     
    I have connected with the product manager who oversees this functionality, and unfortunately editing the order in which end users can see comments is not on the product roadmap for this year. 
     
    I have brought to their attention that this is something important for Human Resources Mexico, and they have assured me they will take this into consideration at the time they beging to plan out our roadmap for 2018. 
     
    As always we really appreciate your feedback, as this is what allows us to continue to improve our product and meet the changing needs of our customer base. 
     
    Please let me know if you have any additional questions, or if you would like to set up time to talk. 
     
    <<<END>>>
     
    So, needless to say, we are all wasting our time posting to this thread regarding a SIMPLE fix (Re-order comments, wow!)
     
    Zendesk has no plan at all to address this issue after YEARS of complaints and won't answer anyone here in this thread, stating that it may be considered in the road map for 2018. 

    Very very disappointed in Zendesk! Truthfully, I liked Zendesk alot, but the lack of customer service (can you believe it? it is a customer service system!) is astounding. We are actively looking for an alternative for our company. 
    3
  • Christian Estefani
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    Hi, Franklin! I figured this is already a lost cause. Our company is also looking for an alternative due to simple-but-"unresolvable" concerns such as this one. Would you mind letting me know once your company finds a suitable replacement? You can contact me at christian.estefani@yahoo.com.

    Thanks in advance! I'm starting to lose hope in Zendesk.

    2
  • Karen
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    I also believe this thread is a waste of time. 

    In line with the posts above, I too have started looking at other products.  Although this may appear to be a minor issue, it is indicative of how the Zendesk product is pretty inflexible.

     

     

     

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  • Jessie Schutz
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    Hey guys!

    Thank you so much for the feedback on this. I know stuff like this can be frustrating, but we really do hear you! We've been working on lots of improvements for this part of the product; I'm going to get in touch with the Product Manager to let him know about your concerns and see if there's any information available that might be useful for you.

    Edit: For clarification, by "this part" I mean the Help Center overall, rather than any specific part of it. Sorry if that was confusing!

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  • Cory Brown
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    Client response from a satisfaction survey today:

    What's one thing we could do to improve?

    When there is an ongoing dialogue between myself and Pronto staff, the page opens to the oldest messages. It seems like the most recent should be at the top, like when you read an email chain.

     

    1
  • Franklin Frith
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    Karen:

    With all due respect, this is NOT a minor issue. The whole point of having a support system IS TO AVOID EMAIL!!!! Why would a customer use our support portal when he/she must login, scroll all of the way down, JUST TO SEE the latest reply....when he/she can simply open their email client and see the latest message from the support system and reply via email?

    I have concluded that ZENDESK, prefers that everything is answered via the email client of those involved instead of the actual portal itself. Otherwise, THEY WOULD MAKE THIS SIMPLE MODIFICATION.

     

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  • Deepa Daniels
    Comment actions Permalink

    Hi there,

    Thank you for taking time to share your feedback with us. Each of your comments is read and valued. I am aware of this problem and agree that there is a sub par user experience for end-users that login to Help Center to view requests with many comments. 

    I would like to add that when navigating directly from an email notification link a user is taken directly to the last comment. 

    I want to share how I am looking at this, and let you know how you can help contribute to a solution. 

    I have spent time speaking with and surveying customers and end-users about their expectations and though this thread represents many votes and comments in favour of end-user comment order reversal the feedback I received was not unanimously in favour of reversal or allowing end-user control. 

    We have many millions of users using the existing functionality and when making a change we need to ensure that its a solution that creates a good user-experience for all of them. We have explored multiple options and solutions and though this issue isn't currently prioritised on our roadmap its not something we have ignored or are unaware of. 

    With that in mind there are options and flexibility in the theme you can take advantage of.  If your prefer not to use a Javascript hack, you still have the option of fetching comments using the core API and then having full control on how you want to render them on the page. 

     

    Thanks again for sharing your feedback and frustrations with us. 

    Deepa 

     --

    Edited on 2/1/18 by Zendesk Community Team: 
    Removed Deepa's email address for users to send feedback as Deepa is no longer at Zendesk. 

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  • Karen
    Comment actions Permalink

    I have just read the response from Deepa@zendesk.com.... Well, that sums it up.  We won't provide customisation to reorder comments for your customers who use the portal but if you want to 'hack it' feel free to do so.  

    I give up.  

     

    1
  • Michael Stark
    Comment actions Permalink

    First I don't know why I do not see the reply from Deepa here in the forum.

    Second I'm confused:

    "With that in mind there are options and flexibility in the theme you can take advantage of.  If your prefer not to use a Javascript hack, you still have the option of fetching comments using the core API and then having full control on how you want to render them on the page."

    What would be a working hack ? We learned that the one provided earlier here is not working for multi-pages. What are the options and flexibility mentioned here ?

    I would not care to set all of our end users to a reverse order, if Zendesk cannot or want not to provide an option to to so. But in fact without something that works also for larger threads, I'm not even able to do so.

    Michael

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  • John Price
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    Yep, looking at other products as well

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  • ESB.TSB
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    @Deepa

    Why not just give us the option to choose?!

    2
  • Heather R
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    We agree with @ESB.TSB we would like to choose it as a setting. And I guess they took Deepa's post down. :(

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  • Jessie Schutz
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    Hey everyone!

    Neither Deepa nor I know what happened to her post! I don't think it was taken down intentionally. I'm going to re-add her comments here for reference:

    ***

    Hi there,

    Thank you for taking time to share your feedback with us. Each of your comments is read and valued. I am aware of this problem and agree that there is a sub par user experience for end-users that login to Help Center to view requests with many comments

    I would like to add that when navigating directly from an email notification link a user is taken directly to the last comment. 

    I want to share how I am looking at this, and let you know how you can help contribute to a solution. 

    I have spent time speaking with and surveying customers and end-users about their expectations and though this thread represents many votes and comments in favour of end-user comment order reversal the feedback I received was not unanimously in favour of reversal or allowing end-user control

    We have many millions of users using the existing functionality and when making a change we need to ensure that its a solution that creates a good user-experience for all of them. We have explored multiple options and solutions and though this issue isn't currently prioritised on our roadmap its not something we have ignored or are unaware of. 

    With that in mind there are options and flexibility in the theme you can take advantage of.  If you prefer not to use a Javascript hack, you still have the option of fetching comments using the core API and then having full control on how you want to render them on the page. 

    How can you help?

    Getting direct end-user feedback can sometimes be a challenge, if you would be open to allowing me to interview one or two of your end-users to understand their end to end journey, problems, expectations and validate solutions please reach out to me at deepa@zendesk.com

    Thanks again for sharing your feedback and frustrations with us. 

    Deepa 

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