Change the order of the comments as an agent when viewing a ticket
Posted Aug 04, 2020
See
https://support.zendesk.com/hc/en-us/community/posts/360047182454-Sorting-of-comments-INSIDE-a-ticket
I could not find an existing post in the "Feedback on Support" topic about this so I'm creating one, as I would like this, too. I'm not a supervisor, but I often have a need to review a bunch of older tickets. In this cases, I would much prefer to be reading from the oldest to the newest. When I'm actively working a current open issue, I prefer to read the most recent first - so the way it works today works fine for that use case. But every time I need to review a customer's past tickets, or past tickets that touch on similar topics, it's very inconvenient to have to begin each one by scrolling to the bottom then scrolling up.
If I could easily switch the sort order, this would enable me to quickly and much more easily switch back and forth between the mode of "working on an active ticket" and "looking at older tickets".
It would be far better for me if the solution to this enabled me to switch the display order with a simple click at the top of a ticket, rather than a per-use setting that I'd have to go to my user preferences to change. The menu where one is able to switch between Conversation and Events would be a great place for this. e.g. change it from:
Conversations
Events
to something like:
Conversations (ascending)
Conversations (descending)
Events
-seneca
90
136 comments
Sean Tassi
Amisha,
When in September can we expect the new customisation to be available?
The loss of reading space is killing our workflow.
0
Vicki Irvine
Amisha Sharma so we've hit September - any update on those changes yet please?
1
Ross Malyon
the newest UI changes have done nothing but make us slower. Good work!
0
Vicki Irvine
Amisha Sharma thanks for the reply - but do we still have to wait until September for this? Also, any idea if it will be early or late September?
0
Amisha Sharma
Hello Stephen - Yes, you're correct. If you configure to put composer on top (instead of the bottom) and configure to reverse the order of messages in Conversation log, it will effectively seem like legacy Agent workspace. Hope this helps clarify a bit better :)
Hello Vicki Irvine - This release will include being able to sort the order of messages. Thanks!
0
Vicki Irvine
We were forced on to the new Agent Workspace UI this week - PLEASE PLEASE PLEASE can you prioritise the reply sorting issue, as it's slowing down all users (50-60 of us in Support alone).
2
Stephen
Hi Amisha Sharma,
Great to hear that work is being done on this topic and from the sounds of things this will go along to resolving the key issue my team has reported when looking into rolling out the Agent Workspace.
Just to clarify on this point - does this mean that the comment log will effectively be reversed and as it is in the legacy Agent interface?
1
Amisha Sharma
Hello everyone,
Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.
We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:
We're targeting September for this release. This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).
Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need.
These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.
Look forward to bringing this to you in the coming few months. Thanks!
1
Amisha Sharma
Hello everyone,
Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.
We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:
We're targeting September for this release. This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).
Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need.
These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.
Look forward to bringing this to you in the coming few months. Thanks!
-1
Timothy Beutler
Nicolas Jepsen where did you find this information? We would really appreciate being able to know more, even if it is an EAP in Enterprise. Thanks!
0
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