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
Official
Brett Bowser
Hey everyone,
I just wanted to share that we have now launched an EAP that will allow you to customize the conversation flow and composer location in tickets. Thanks so much for sharing your feedback and check out the following community announcement for more information: EAP Announcement: Configuring the conversation flow and composer location in tickets
Have a great rest of your day!
0
Ross Malyon
They simply don't care.
Months on and it's still awful. There is so little room in the bloated ui to actually look at a tickets contents now as well. They should be embarrassed by what they have done.
0
Matthew Shea
Seriously, what were you thinking??? This is a terrible design. PLEASE RESTORE THE PREVIOUS FORMAT WITH NEWEST COMMENTS AT THE TOP, OR ADD A CONTROL TO CHANGE IT.
0
Leyla Alnasrawi
Hi,
Any update on potential availability for non-enterprise customers?
Thanks,
Leyla
2
David Draxl-Pieber
This is insulting!
Reducing basic functionalities, removing existing features and setting them behind paywalls, forcing customers to switch to an expensive upgrade for CHANGING THE SORTING of comments BACK to how it was?
This is the way Zendesk tries to squeeze out its customers! Not with us.
We have been customers for 12 years now, but this will change.
0
Greg
No way we'll upgrade to Enterprise just for that. One more annoyance like this and we'll just go somewhere else. There are other products on the market.
1
Shawn Dismuke
As an enterprise user, I was able to make the switch back to the top to bottom view and OH MY GOD it is so nice to have that back. We save so much time from not having to scroll up to find the start of a long chain email. Thank you Zendesk for making that change!
However, I feel bad for all the non-enterprise users who are not able to make this change. I would guess that most non-chat/email only users will be non-enterprise accounts due to not having the staff to support a 24/7 chat option. Zendesk needs to make this option available to any account level.
2
Jarad Garlesky
Yes unfortunately I concur with the last statement... but YES we finally did get used to the layout.. it just takes us more time to work a ticket compared to how we were originally
1
Vicki Irvine
Sadly Zendesk don't seem to be interested in all the negative feedback they received on this topic. The rest of us have given up now I think! I certainly have anyway.
By small consolation, you do get used to the new layout. Especially when you have no choice in the matter...
1
Ross Malyon
just make it an option
1
Greg
Matt,
we are in the same boat. Zendesk is clearly showing that they don't care.
1
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