Feature Request: Fix how tickets load to the latest comment
We are seeing an issue where when the ticket loads it loads to the end of the latest comment rather than the top. Which is not helpful where the comment is long or someone has forwarded a long thread of an email.
I see two ways this could be fixed. Either have the ticket load to the top of the last comment.
Or have a limit of how much of a comment is initially viewable and have a button to expand the full comment.
Great news! We heard you and we have released an enhancement today. You can find more details in the article. Please feel free to provide feedback as well: https://support.zendesk.com/hc/en-us/community/posts/4784771853338-Need-feedback-on-the-release-of-Open-at-the-top-of-the-latest-message-in-Agent-Workspace
I must admit my team and myself have gotten used to the most recent comment being displayed at the bottom, but your comment about end users forwarding a long thread of an email is certainly valid.
I would favour your second solution, where you could expand to the full comment.
Classic Zendesk has most recent comment at the top while the new Agent interface has the most recent at the bottom. It seems that every agent has a different preference for this and I think the best solution might be to just let the Agent decide as a setting on his/her account!
The discussion of having the most recent comment at the top of the thread or at the bottom is not what this is about (fwiw I actually prefer at the bottom).
The issue described here is that when the ticket loads it loads to the complete bottom of the most recent comment. So if the most recent comment/email is effectively 3 pages long it loads to the bottom of the third page, not the top of the first. That’s what needs to be solved. (Having the ability to flick between whether the ticket thread starts from the top of the page or the bottom doesn’t actually solve the issue for those who want it at the bottom)
At minimum it should load to the top of the most recent comment.
Ideally I would like to see longer comments/emails start out truncated and be able to click a button to expand to see the whole comment/email.
It would also help in seeing more of the thread of comments/emails back and forth easier as you would see the start of each comment on the screen all at the same time and be able to click to the expand ones you want to focus on.
Thank you all so much for taking the time to share the feedback with us in regards to the way we display the latest message in the conversation log. We are actively listening and have our eyes on this post. Our team would like to investigate this feature request further to find the best way to address your needs. On September 14th, at 11:00 am CST, the Agent Workspace team will be hosting a closed feedback discussion that will focus on Conversation Log navigation improvements, including, searching, sorting, and how the latest message is displayed. Join us as we have members from the Agent Workspace team on hand to hear more about your pain points and use cases! RSVPs will be limited so be sure to sign up as soon as possible!
If you're interested, you can RSVP here: https://events.zendesk.com/e/mn6yap/
We would love to chat with you and find the best solution. Thanks!
Great I have registered.
Selfish request, I don't suppose the time could be shifted a couple of hours earlier or 4 hours later? 11am is 2am Sydney time.
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