[Agent Workspace] move the reply section back to the top

15 Comments

  • Sagi Mitrany Welzman

    We've passesd this feedback as well several times.
    The ticket comment time line needs to be sorted from newest at the top (including comment box) to oldest at the bottom.
    This will certainly speed up our work since our tickets usually have long threads, and scrolling all the way to the bottom is cumbersome.

    10
  • Matt Carrington

    Yes I agree.  We have just moved to ZenDesk Workspaces and immediate feedback is that its very time consuming having to scroll to the bottom of the page.
    Is there any update on this?

    8
  • Matt Foley

    Agreed!

    For chats, I think it's perfect the way it is but when it comes to responding to emails and reading through older emails first, it's quite tedious. Please move the Reply/Internal Comment Section back to the top.

    I had to disable the Agent Workplace because it wasn't an efficient use of time. I hope to reintroduce it to our team once this change/feature request is implemented.

    7
  • Emelie Stjernquist

    I agree on this, this is a major problem.

    In our case, we had to disable the Agent Workspace due to that we can have long ticket conversation which means that the Agents need to put a lot of time on just scrolling.

    Change so that the latest comment is found in the top, or make it possible to choose per Agent if you want the latest comment in the bottom or in the top.

     

    6
  • Tobias Hermanns

    Hi,

     

    any news on that topic?

    1
  • Tina Turner

    Any news on this?

    - we have started to use ZD and in prod we have the "old "version, however in the sandbox we see this new version and we have not only the rpoblem of having to scroll down, you also do not have the "Events" accesible and you need an extra click to switch between internal and external comments... which is to forget.

    -

    2
  • Jamie Noell

    It would be nice to provide a configurable option for replies to sort newest to oldest as with the former workspace design.  We do not use messaging, so it would be nice for the ticket reply history to flow in the same order as an email would. 

    1
  • Stefan Jonsson

    @...
    Any comments from Zendesk on this topic? We recently switched to the new Workspace and we're very disappointed that you cannot choose in which order things shall appear. 

    1
  • Nathan Amthor

    Furthermore, having the reply pane on the bottom is not ergonomic.

    0
  • Chandra Mullineaux

    I was planning to migrate to Agent Workspace but I am hesitating now because of this. I'm pretty sure our agents will revolt, since the majority of our tickets are handled via email and can be very long.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi @... –

    For what it's worth, in Agent Workspace the reply pane is always visible to your agents, so they won't have to scroll down to it, no matter how long original ticket or conversation thread is:

    0
  • Chandra Mullineaux

    Thank you - I didn't realize that.

    0
  • Dave Dyson
    Zendesk Community Manager

    No worries, glad I could help clarify things!

    0
  • Tiina A

    We have the new workspace in use for the second day. Mostly also positive, glad to have the "reduct" functionality in use. But I'm also getting a lot of feedback on people wanting to have the reply box on top and the order of the tickets as "new on top" and "old on the bottom". When some customers reply with including the whole conversation in the email, it ends up coming on the ticket as a repeated content and finding the actual customer reply is painful.... Will this ever come as an option where user can choose the order?

    2
  • Mathias Lakshøj-Hansen

    I just want to add that this is the main reason we still use legacy - As long as the reply section is at the bottom our time spent on tickets will increase somewhat significantly.
    All our correspondance is via email.
    We might not be solving a crazy amount of tickets, we average about 2700 tickets a month right now and 90% of those are between 10 agents, so the increased time per ticket means a longer average reply time.
    As Chandra said their agents might revolt, my colleagues kinda did when I turned the workspace on.
    We used it for a day and most agents very unhappy with the design.


    If this isn't even going to be made an option to choose at least make the line between comments way more visible.
    It's been about a year since we tested the new workspace - so if this has been seen to you can disregard this last part.

    1

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