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

17 Comments

  • Lars Prakken

    +1 for this.  We get quite a lot of complaints from our agents since this update.

    4
  • Sebastian Thiele

    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.

    3
  • Sari Siekkinen

    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.

    3
  • Jonathan Ruh

    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. 

    3
  • Cezar Cociorba

    Please add an option to sort the view with the newest replies on the top. 

    3
  • Nick Lamb

    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.

    2
  • Mark Leci

    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. 

    2
  • Nick Lamb

    Dave Dyson Appreciate the update. Note: this is the primary reason we have not switched over to Agent workspace.

    2
  • Syd

    +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.

    2
  • Sari Siekkinen

    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).

    2
  • Timothy Beutler

    @... 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.

    1
  • Pauline Cussac Test

    +1 for this ability

    1
  • Kalle Windefalk

    +1 for this

    0
  • Nicole Saunders
    Zendesk Community Manager

    Thank you for the detailed feedback, Seneca.

    0
  • Mark Leci

    @... 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! 

    0
  • Gab Guinto
    Zendesk Customer Care

    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.

    0
  • Dave Dyson
    Zendesk Community Manager

    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.

    0

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