Feature Request Summary:
Zendesk Support should have a button (like the current 'jump to latest message' button in the Agent Workspace) that would let you similarly jump through the conversation to the very oldest message.
The use case would be to reference critical information at the beginning of a given exchange. Just like the jump to latest message allows you to skip the whole conversation, we would love to see the same thing to be able to skip the whole conversation and get to the beginning. Another option that would be great would be to be able to supress different replies or internal notes so that conversations can be kept shorter also.
Business impact of limitation or missing feature:
Our agents often have to reference critical information that is compiled in internal notes upon ticket creation, so as tickets get long it can be time consuming to have to scroll all the way back up. A similar and opposite functionality of the latest message button would be incredible and save tons of time.
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