Allow control of the order of comments for end users

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135 Comments

  • Nicole - Community Manager
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    Hi Jade - 

    As an example, many resources lately have been poured into preparing for GDPR and the functionality required for compliance with these new international laws. Unfortunately, sometimes business-critical developments do have to take priority over other requests, even those that have a significant number of votes in the community. 

    The most recent update from the product team is that the ordering of comments continues to be on their radar and something that they hope to have bandwidth to look into soon. We'll post here when there are more updates. 

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  • Sarah Collins
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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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  • Cory Brown
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    Good things are still happening in the world!

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  • Heather R
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    Fantastic news, Ryan, thank you!! Appreciated.

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  • Gos Broda
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    It appears we have a miracle!!! 

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  • Sarah Collins
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    Am I being simple, but I can't see 'Guide admin > Settings' within my Zendesk account.

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  • Hunter, Kevin
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    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!

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  • Sarah Collins
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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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  • Sarah Collins
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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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  • Jonathan Winters
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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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  • Sarah Collins
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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 McGrew
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    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 

     

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  • Jonathon Harrelson
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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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  • Nicole - Community Manager
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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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  • Michael Adams
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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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