Sorting of comments INSIDE a ticket

Answered

4 Comments

  • Devan - Community Manager
    Zendesk Community Team

    Hello Naikel Aparicio,

    At this time as the base product stands this is not possible in Zendesk Support. I would recommend posting your use case, why this feature would benefit you, and any other relevant information in our Product Feedback Forums so our developers can consider it for future updates. 

    Best regards. 

    0
  • Chris Bulin
    Community Moderator

    Hi Naikel Aparicio, thanks for participating! Currently, there is no functionality to reverse the order of replies. This kind of feedback is always welcome though. You can post it in the Feedback forums here: https://support.zendesk.com/hc/en-us/community/topics/200132066

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  • Naikel Aparicio

    Hello Devan - Community Manager and Chris Bulin, thank you very much for your replies.

    I'm a manager in a Support Department.  I don't directly handle cases but I have to read all the tickets.  I don't know what they are about and the first thing I would like to see is why the customer opened the ticket, and that would be the first comment of the ticket.  Then read them in chronological order.

    I understand that if you're an agent you're already familiarized with all your tickets and it's not necessary to read them all again and the last comment would suffice.  But for supervisors, the chronological order is a must.

    Anyway I would post all this information in the feedback forums, I just felt this community post would be incomplete without the reasoning.

    Thanks again!

    1
  • Seneca Spurling

    One might exist, but I couldn't find a post in the Feedback on Support forum about this, so I created one, as I have this problem as well. 
    https://support.zendesk.com/hc/en-us/community/posts/360049035574-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket

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