Allow control of the order of comments for end users

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135 Comments

  • Official comment
    Ryan McGrew
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    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.


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

    5
  • Janet Jessup
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    Is there anything new on this request to change the sort order of comments?

    5
  • Andrew France
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    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
  • James Brock
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    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
  • Zvika Dror
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    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
  • Jonathan Winters
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    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
  • Rich Saleh
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    Has anyone from Zendesk ever read this thread? It would be nice to hear a comment from the product team.

    4
  • Andrew France
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    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
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    One of our key end-users have also just requested this feature. Is it on the roadmap?

     

    4
  • Franklin Frith
    Comment actions Permalink

    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
    Comment actions Permalink

    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
  • Vidhya Vijayakumar
    Comment actions Permalink

    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
  • Frank Bruner
    Comment actions Permalink

    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
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    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
    Comment actions Permalink

    Yes please, need it asap now.

    4
  • Alina Mishina
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    We need the ability to change ticket comments order for agents as well. Some agents in our company prefer to have the reverse order of the ticket comments in the agent interface: latest comment at the top, newest at the bottom (like they have in Gmail threads)

    4
  • Jake Edwards
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    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
  • Andrew Dahl
    Comment actions Permalink

    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
  • Simon van de Westerlo
    Comment actions Permalink

    +1

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

    3
  • Sylvain Bouet
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    Can't say it better

    3
  • William Friedman
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    +1  We have a few customers looking to reorder the comments in their tickets

    3
  • Matthew Mah
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    I've got several requests for this feature within the past two weeks alone.  Upvote. Thumbs Up. +1.....please get this on the roadmap and provide a timeline.  Pretty please?

    • MM

     

    3
  • Franklin Frith
    Comment actions Permalink

    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
  • Carlos Flores
    Comment actions Permalink

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

     

    2
  • Zvika Dror
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    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

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