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

24 Comments

  • Official comment
    Brett Bowser
    Zendesk Community Manager

    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!

  • Sagi 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.

    12
  • 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?

    9
  • 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.

     

    9
  • 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
  • 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. 

    5
  • MRCE BV

    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.

    -

    4
  • 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?

    4
  • Nathan Amthor

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

    3
  • 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.

    3
  • ZenIT

    Hello,

    We have the same problem here. Agents complaint about how difficult is now for them to follow-up the conversations on tickets when the last comment is at the bottom of the page and it is a long coversation. Could some how exist an option of resorting messages? so that each agent can choose how they want to be their messages ordered?

    Thanks,

    3
  • Christine Caggia

    Hello
    We have also the same issue  , here .  Agents complain about the  follow-up  from the bottom to the top of conversations .

    Could you propose as  an option to get the newest comment on the top rather  at the bottom . ?

    Could you update us , if it will be possible in next coming weeks ? 

    Thanks

    3
  • 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. 

    2
  • Vanya Golomehova

    The reply at the bottom is succesfully hiding and making unusable my monitor. You should give the right to people to choose.

    2
  • Mathias Lakshøj-Hansen

    Hi again,

    On Monday we made the change from Legacy. Today a colleague, jokingly made a remark about our health insurrance, because we look to the bottom of the screen and straining our necks unnecessarily.


    The new view is something you need to adjust to, but I will still say that it's a view that supports chatting a lot more than when using Zendesk as a mailing system.

    Hopefully we will soon see it implemented that administrators can choose where the reply section is shown.

    2
  • Anton Maslov

    We recently switched from Legacy and faced this too, it brings too issues:

    • Newer replies at the bottom and you have to scroll it down each time.
    • The reply window is always takes part of the screen, reducing my working area. It mostly affects laptops with small screens: it hides a lot of area and make it unusable. 
    2
  • Tobias Hermanns

    Hi,

     

    any news on that topic?

    1
  • Amisha Sharma
    Zendesk Product Manager

    Hello everyone,

    Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.

    We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:

    • Option to put the composer at the top or the bottom in the ticket UI
    • Option to see the newest messages at the top or the bottom in Conversation log
    • Option to always have the composer collapsed when you open a ticket to have more reading space

    We're targeting September for this release. This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).

    Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need. 

    These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.

    Look forward to bringing this to you in the coming few months. Thanks!

    1
  • 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

    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

    No worries, glad I could help clarify things!

    0
  • Doug Young

    plz denzesk. plz. plz let us switch the view. you're forcing everyone to switch to the UI eventually, these complaints are only going to accumulate. plz. plz.don't be one of those companies that futzes with UI every now and again, upsetting what users got used to (or in this case, what users have options to adjust elsewhere, i.e. any other inbox system).

    plz denzesk. we showed you our complaint, plz respond.

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello everyone,

    Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.

    We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:

    • Option to put the composer at the top or the bottom in the ticket UI
    • Option to see the newest messages at the top or the bottom in Conversation log
    • Option to always have the composer collapsed when you open a ticket to have more reading space

    We're targeting September for this release. This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).

    Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need. 

    These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.

    Look forward to bringing this to you in the coming few months. Thanks!

    0

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