Need feedback on the release of "Open at the top of the latest message" in Agent Workspace


  • Shayan Moussawi

    This is a great feature. 
    Unfortunately it does not seem to work consistently yet.

    I can see certain Tickets still opening at the bottom of the Ticket, and not at the top. (I have tested this primarily with Tickets which have only one customer comment and are longer.) The behavior is still inconsistent, where sometimes the Ticket will open at the top, and other times at the bottom. Even for the same Ticket. I have not been able to identify why this happens. 

  • CJ

    Does read and unread refer to the person in question opening the ticket, or anyone having open and read it? 

  • Amisha Sharma
    Zendesk Product Manager

    Hello Shayan Moussawi - Thanks for testing the feature and providing feedback. Do you mean the same ticket sometimes opens at the top and sometimes at the bottom? Can you clear cache and try again? It'll be helpful to get account assumption if possible. :) 

    Hello CJ Johnson - Read and unread refers to anyone opening the ticket. It isn't agent level currently. We do plan to improve this experience.

    Thanks for engaging both!

  • Shayan Moussawi

    Amisha Sharma Yes exactly. I cleared cache and the same issue still occurs for some Tickets -

    e.g. When I reload the page and open Ticket 1, it will jump to the very bottom of the Ticket. When I close the Ticket, and open it again, it will be at the top.

    But reloading the page again, and going to Ticket 1, will be at the bottom again. 

  • Amisha Sharma
    Zendesk Product Manager

    Thanks, Shayan Moussawi - That's very helpful to know. Can you open a ticket with the Zendesk support team so that we can look into reproducing this issue and fixing it?

  • Shayan Moussawi

    Hello Amisha Sharma
    I have done some testing, and the issue seems to be due to two potentially colliding logics being applied. 
    You can notice it when opening a Ticket, and then reloading the page multiple times:
    Sometimes, the view will jump to the bottom, sometimes it will jump to the top, sometimes it will jump to the bottom and then immediately jump to the top again. 

    I have created a Ticket with customer service about this as well. 


  • David Jozwiak

    Just give us the option to set some of these preferences if we like the newest messages at the top of bottom, if we like the reply window at the top or bottom, how hard would that be?

  • Amisha Sharma
    Zendesk Product Manager

    Hello David - We are currently exploring solutions to provide more customization options in Agent Workspace.


Please sign in to leave a comment.

Powered by Zendesk