Change the order of the comments as an agent when viewing a ticket

I want to throw my 2 cents in here too.  We've just migrated to the agent workspace because it's now becoming mandatory.  We only work with email and the newest-on-top view worked well for messages in a ticket.  The newest-on-bottom view is terrible.  I can see why people who work primarity through chat would like it, but it's no good for emails.

Emails often have a lot of junk at the bottom of them such as big signature blocks and copies of the email chain. The top of emails is usually the actual message the person sent.  Having messages sorted with the most recent at the bottom and the reply box also at the bottom makes it likely that the most recent context of the conversation is not visible, since you need to scroll down to the last email and then up a bit to get to the actual email body. This is fiddly and tedious.

Please let us change the sort order.  And no, the EAP is no good for as as we're not on an enterprise plan.

Hey everyone, I just wanted to share that Amisha provided an update in the following thread around this feature release. Check it out here: Configuring the conversation flow and composer location in tickets (EAP)

Hi Abbey O'Connor! No, once the layout has been configured so the newest comments are at the top, those changes will carry over from EAP through general release. No further changes would be needed from your side.

Brett Bowser  if we sign up for the EAP and configure our user accounts so that the newest comments are on TOP, will we have to reset that layout when this gets included in a general release? Or whatever change we make to our accounts/users in the EAP will hold through?

they flat out lied :) 

So we have NOT been given the option to switch between layouts - we now have to design the alternative layouts ourselves?  And that's only if we have the correct Zendesk account to do so?!

Feels like we've been given very misleading information/promises...

Good business model.

Make something so crap that people are forced to spend stupid money on the tier they don't want to get the basic functionality of reading a ticket back.

Zendesk are you mental? 

Zoho and freshdesk have both offered us good pricing on moving from Zendesk and you can migrate your data fairly easily. 

Lisa Jaeger  BAM hit it right on the Head!!!!   we are facing the exact same issues. 

So they launched a fix for this but only if you are have a Suite / Support Enterprise or Enterprise Plus account. Is there any intention to specifically allow the conversation order to be fixed on other account types at a later time, or should we start looking for a new ticketing system? Because I do not see the point of paying more to fix a problem created and forced upon us after we adopted the system.