Allow control of the order of comments for end users

Completed

135 Comments

  • Jake Edwards

    It shows on the first page of comments as it's been pinned, but not online (how odd). Perhaps the order of comments should be reversed 😂...

    As an agent, I find myself caught out constantly by saying "refer to the comment below".

    The end users also receive the email in the "reverse" order, so I'm unsure why it's an issue if their web portal is too... If it was a permanent change, a simple "transitional" to explain the change would be fine to end users.

    I'm all for an option.

    0
  • Johnny Slos

    Our customers want this too. Suggestion. Add a button to allow the end-user to change the order, save that selection in the browser (not the profile).

    1
  • CamiloRodriguez

    Please we need this feature, very very important.

    It looks very unprofessional that the first comment in a post is perhaps 5 years ago and no longer relevant.  All our customers want the last post first.

    Please this is an easy fix and Zendesk would make 59 users VERY Happy !

    1
  • Jake Edwards

    I have a few vendors that use Zendesk so I'm subject to the Zendesk experience as both an end-user and an agent...

    I find tickets that spread multiple pages a real pain to navigate, especially as the email notifications that I receive are in reverse-order (most recent first).

    So when I click the Ticket link in the email notification, I'm taken to the original ticket request, instead of the latest update. To get there, I have to;

    1. Scroll to the bottom of the page
    2. Click >> to jump to the last page
    3. Scroll to the bottom of the next page.

    Maybe the links in notification emails to End Users should take them to the latest comment always? Otherwise reversing them (and making it visually clear what's most recent) would be better.

    4
  • Mick Maddy

    Any movement on this. Been since 2011........ 

    2
  • Kevin Hunter

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

    1
  • Weyman Kwong

    Wow, just got Zendesk and I can't believe such a simple feature hasn't been added in 6 years. 

    Forget allowing users to choose. It should only be newest first. That should be a pretty fast change wouldn't it?

    2
  • Stewart Fulton

    It boggles me that Zendesk think that you need a unanimous vote to GIVE END USERS THE OPTION.

    Or that anyone would be against that being an option in the first place.

    0
  • 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
  • Nickie Brudowsky

    @Jake, thank you for the heads up. So, as far as I understand, and according to this article, you need 100 comments before they start to paginate? https://help.zendesk.com/hc/en-us/articles/229489028-Paginating-through-lists 

    I've been trying to test this out but making 100 comments is a bit time consuming.

    @ZENDESK: please implement better comment sorting for a better end user experience!

    0
  • 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
  • Roger Suttmeier

    Hi Deepa,

    We forwarded one of our customers request for this feature to your private email address as you suggested above. 

    For the benefit of the rest of the community his comments are: 

     

    1. a) The email from erwin support <[our zendesk domain included in our private email to you]> shows the latest thread of the dialog first.
    2. b) When you go to "[included in our private email to you]" it shows the oldest (earliest) thread of the dialog first. This is different user experience than the email from erwin support.
    3. c) Similartly when to "My activities" first and then go to let us say "[included in our private email to you]", it will show the earliest thread

    Recommendations : In ZenDesk, it will be good if you can reverse the chronology. In other words, show the latest (most current) thread first so I do not have to scroll through the end to respond. And also move "Add to Conversation" window to the front. This will match your chronology and style of email from erwin support.

    So this issue is still a concern for end users of Zendesk.

    Thanks,

    Roger Suttmeier and Aidan Kelly of erwin Inc.

    0
  • Scott Gilbert

    +1 

    0
  • 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
  • Franklin Frith

    Hello Rich

    I posted the original email here in this forum....February 21, 2017 20:02

    You can read it there. This truly baffles me that the system is broken to the point where they can't change the order of messages. This tells me that the system is not organized and has issues...many band aids....hopefully I am wrong.

    0
  • 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
  • Noopur Aggarwal

    Sorting of comments is utterly important for us. Please consider this as highest priority. We need to give demo to our customers and they would not be pleased with this missing functionality

     

    Thanks

    0
  • Maximillian R. Carper

    Come on, this is ridiculous.  Part of being a Product Manager is making sensible decisions about product requirements/functionality, factoring in the development time to accommodate those requirements.  As a developer myself, I can say that it's very simple in every app and framework I've worked in to add a button that changes the sort order of a list of records.  It literally probably takes 30 minutes, if that, and a change like that is generally so innocuous, the risk of regression (and need for regression testing) would be minimal.  I've had several of my customers complain about this, too.  Even with the whole "clicking from the link takes you to that comment" thing, it's frequent that I will leave more than one message for an end-user during a project before they get to respond, and so even if the comment they clicked the email to see is at the top, the other relevant ones apparently are not.  This is silly.  I worry that Zendesk is too busy trying to attract new customers with new features that at times, you're neglecting your existing customers' feedback about things that drive us nuts.  The risk is, eventually users get frustrated enough with the little bugs to start looking harder at competing products, and then your attrition rates increase.  I really hope you'll put a little more priority on issues like this.  Your response (Deepa) gets points for politeness and professionalism (oh, and for actually responding!), but loses points for its ineffectiveness, and strange logic.  If your customers are split on which way something's sorted, just add an option so all customers can have it their way!  It seems like a no-brainer.  I hope you'll reconsider your stance on this.

    Sincere Regards,

    Maximillian R. Carper
    Carper Technology Services
    Zendesk Customer since 2015

    0
  • Shawn Oudavanh

    It has been quite some time waiting for this and it doesn't seem like we will be getting this anytime soon. I wanted to share with everyone my method of reversing the comments since I know the struggle is real. This ALSO includes pagination. Basically I removed pagination altogether and added a load more widget. I implemented this for article comments but this should be able to be done for requestor page and community page. I've only been able to test this out on 3 pages the most. It does take about 2 secs to load the comments. The more pages it could require longer loading which you can adjust the delay time in the javascript which I commented on.

     

    The js

    /*
    ******************************************************
    ******************************************************
    Reversing comments!
    ******************************************************
    *****************************************************/

    $(function(){
    $(".article-comments").hide(); //hide section while we load comments behind the scenes
    $(".pagination").hide(); // Pagination is still needed in the template but we hide this since we load all the comments
    $.when(appendComments()).then(function(){
    reverseCommentOrder();

    // We have set a delay to run these functions in order to display comments correctly
    setTimeout(function(){
    reverseAppendedCommentOrder();
    //** Comment out inbetween these lines to load all comments on the page
    $(".comment").css({"display": "none"});
    loadMoreWidget();
    // ******* to here */
    $(".article-comments").show();
    }, 2000); // Timer set to 2 seconds after load. This can be increased if top comments are not reversing
    });
    });

    /*
    * The magic. Retrieves all comments from paginated pages and boom.
    */
    function appendComments(){
    if($(".pagination-next").length){
    var i = getLastPage(); // Set to max paginated pages
    var page = "?page="+i;
    var path = window.location.pathname;

    while(i >= 2){
    $.when($(".appended-comment-list").append('<ul class="appended-comment-list-page-'+i+'"></ul>')).then(function(){$(".appended-comment-list-page-"+i).load(path+page + " .reverse-comment-list");});
    i--;
    page = "?page="+i;
    }
    }
    }

    /*
    * Finds last page to index
    */
    function getLastPage(){
    var link = $(".pagination-last a").attr("href");
    var lastPage = link.substring(link.indexOf("=")+1,link.indexOf("#"));
    var lastRefPage = link.substring(link.indexOf("=")+1,link.indexOf("&"));
    if($.isNumeric(lastPage)){
    return lastPage;
    }
    if($.isNumeric(lastRefPage)){
    return lastRefPage;
    } else {
    return 0;
    }
    }


    /*
    * This reverses the comments that were originally loaded on the first page.
    */
    function reverseCommentOrder() {
    var lists = $('.reverse-comment-list');
    for (var i = 0; i < lists.length; ++i) {
    var comments = lists[i];
    var j = comments.childNodes.length;
    while (j--) {
    comments.appendChild(comments.childNodes[j]);
    }
    }
    }

    /*
    * This function goes out to grab the comments from the paginated pages and appends them to the
    * appended-comment-list class
    */
    function reverseAppendedCommentOrder(){
    var lists = $('.appended-comment-list ul .reverse-comment-list');
    for (var i = 0; i < lists.length; ++i) {
    var comments = lists[i];
    var j = comments.childNodes.length;
    while (j--) {
    comments.appendChild(comments.childNodes[j]);
    }
    }
    }

    /*
    * Load more widget. You can comment out everything below if you're not using this widget.
    */
    function loadMoreWidget() {
    if ($(".comment:hidden").length < 4) {
    $("#loadMore").hide();
    }
    $(".comment").slice(0, 4).show();    //The 4 is the number of comments to initially show
    $("#loadMore").on('click', function (e) {
    e.preventDefault();
    $(".comment:hidden").slice(0, 4).slideDown();    // 4 here is the number of comments to show after pushing the button
    if ($(".comment:hidden").length == 0) {
    $("#loadMore").fadeOut('slow');
    }
    $('body,html').animate({
    scrollTop: $(this).offset().top
    }, 1500);
    });
    }

    $('a[href=#top]').click(function () {
    $('body,html').animate({
    scrollTop: 0
    }, 600);
    return false;
    });

    $(window).scroll(function () {
    if ($(this).scrollTop() > 50) {
    $('.totop a').fadeIn();
    } else {
    $('.totop a').fadeOut();
    }
    });

    /******************************************************
    ******************************************************/

     

    *************HTML article page****************

    <section class="article-comments">
    <h2>{{t 'comments'}}</h2>
    {{#form 'comment' class='comment-form'}} <!-- Move the comment form to the top of the comments -->
    <div class="comment-avatar">
    {{user_avatar class='user-avatar'}}
    </div>
    <div class="comment-container">
    {{textarea 'body' rows='4'}}
    <div class="comment-form-controls">
    {{input type='submit'}}
    </div>
    </div>
    {{/form}}
    <div class="subtle-wrap">
    {{#if comments}}
    <ul class="appended-comment-list"></ul>    <!---- This is where all of the paginated comments will end up -->
    <ul class="reverse-comment-list">               <!--- The first page comments -->
    {{#each comments}}
    <li id="{{anchor}}" class="comment">
    .

    .

    .
    {{pagination}}           <!--- Still need pagination for this to work. Don't worry this will be hidden. -->
    </div>
    <a href="#" id="loadMore">Load Older</a>     <!-- Load More button -->
    <p class="totop">
    <a href="#top">Back to top</a>
    </p>
    </section>

     

    ***************Finally some CSS*****************. 

    This is for the load more widget. Disregard or modify as you'd like

    .totop {
    bottom: 10px;
    right: 20px;
    }

    #loadMore, #loadMore:visited {
    color: #33739E;
    text-decoration: none;
    display: block;
    margin: 10px 0;
    }

    #loadMore {
    padding: 10px;
    text-align: center;
    background-color: #03A9F4;
    color: #fff;
    border-width: 0 1px 1px 0;
    border-style: solid;
    border-color: #fff;
    box-shadow: 0 1px 1px #ccc;
    transition: all 600ms ease-in-out;
    -webkit-transition: all 600ms ease-in-out;
    -moz-transition: all 600ms ease-in-out;
    -o-transition: all 600ms ease-in-out;
    }
    #loadMore:hover {
    background-color: #fff;
    color: #03A9F4;
    }

    .comment {
    padding: 10px;
    border-width: 0 1px 1px 0;
    border-style: solid;
    border-color: #fff;
    box-shadow: 0 1px 1px #ccc;
    margin-bottom: 5px;
    background-color: #f1f1f1;
    }

     

    Cheers and good luck!

    -Shawn

    0
  • Shawn Oudavanh

    Oh you may need this if statement when hiding pagination on the correct pages

    Replace:

     $(".pagination").hide(); // Pagination is still needed in the template but we hide this since we load all the comments

    With:

    if($("#loadMore").length){
      $(".pagination").hide(); // Pagination is still needed in the template but we hide this since we load all the comments
    }

    0
  • Gos Broda

    We are also in need of this bugfix! 

    I see lots of comments over 7 yrs and really wondering why it's still not done?!?! 

    0
  • 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
  • Nicole - Community Manager

    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. 

    -1
  • Astrid Balza

    This functionality would be very much appreciated by our customers as well. The option to have the latest comments at the top instead of the bottom. Thanks 

    0
  • Jade Steffensen

    Hi Nicole,

    I'd love to hear more about some of these high-priority enhancements that impact more users than every non-agent user who has ever viewed a ticket.

    I also hope that the product team is taking into account the effort required to fix this particular issue. Seven years, 98 votes, 119 comments for a near-trivial fix to something that would be seen as a bug by many?

    Look forward to hearing an update from the product team on this.

    0

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