Change the order of the comments as an agent when viewing a ticket
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
-
+1 for this
-
Thank you for the detailed feedback, Seneca.
-
@... you can quick jump to the end of a ticket using the 'end' key on your keyboard if you're on a PC if that helps!
-
@... Where can we find this Agent Workspace? I looked today and still don't see any easy way to reverse the order of the comments.
-
Hi Timothy,
The Agent Workspace, by default, already lists the comments from oldest (on top) to newest, unlike the standard interface where the comments are displayed from newest to oldest. At this time, there is still no option to reverse the order of comments within a ticket whether or not you have switched to the Agent Workspace.
-
We switched form the classic view to agent workspace and my agents are absolut unhappy with the changed order. As more unhappy they get when I said there is no configuration for this.
So Please prioritise this (small) feature.
-
Is there any update on when this will be configurable in Agent Workspace? This is a blocker for our teams as our tickets get quite large and oldest first would dramatically damage our workflow.
-
Our customer complain that when seeing their tickets on Help Center /your requests it is difficult to stroll down to add comments; as it is in here as well. It is annoying to find the newest in the bottom and write your comment on the bottom.
-
+1 for this. We get quite a lot of complaints from our agents since this update.
-
The ability to change the order would be highly appreciated.
To be more precise, we would be OK with the newest message on top, if the ticket would actually load showing the latest message instead of the first message of the ticket.
When opening a ticket, we always have to scroll down first. If it would auto-scroll to the bottom, that would be great as well.
-
Please add an option to sort the view with the newest replies on the top.
-
It would be great if this could be implemented sometime soon. Since switching to the agent workspace this has been our biggest source of agent complaints. The default view simply doesn't make sense for support tickets.
-
Hi everyone, I've removed a previous official comment that inaccurately implied that the ability to toggle the comment order existed in the Agent Workspace. Our product team is aware of this request, but as of now it is not on our roadmap. We'll update you here if that changes.
-
Dave Dyson Appreciate the update. Note: this is the primary reason we have not switched over to Agent workspace.
-
+1 for this ability
Switching to Agent Workspace is already a big change for our Agents. We would like to limit the amount of change they experience and having the comments remain the way they are used to would be a huge plus.
-
+1 for this ability
-
Our reason as well not to use Agent workspaces is the WRONG order of comments on tickets.
ALSO, our customers are complaining about it's wrong order of comments in their requests views in HelpCenter (just like in here in your Community comments it is annoying to go some threaths pages and pages until you find the latest comment).
Please sign in to leave a comment.
17 Comments