Agent Workspace - Open at top of latest comment



  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hello All,

    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: 


  • Thomas D'Hoe
    Community Moderator

    Yes, we see the same. For long email communications, the anchor point should be at the top of the latest comment. Thanks 

  • Rudolph Beaton
    Zendesk Luminary

    This option should at least be toggleable as well as account settings that let's you choose the default. It's hard to imagine our team adopting Agent Workspaces without the ability to make it so the newest comments appear at the top of the ticket.

  • Amisha Sharma
    Zendesk Product Manager

    Hi Everyone,

    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:

    We would love to chat with you and find the best solution. Thanks!

  • Nick

    Is there any update on this?

  • Joost Gerritsen


    How can I set this up for my environment? My tickets still open at the bottom of the latest comment...

  • Pat Harland-Lee

    Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

  • Fritz T.
    The resolution for this has been rolled out. I just want to check if you are still having the same experience.

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