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

16 Comments

  • 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?

    6
  • Lori Anne Graziano

    My company's instance was recently switched to Agent workspace (no choice) and the latest message at the bottom does not make sense to me nor my whole team.  In reviewing the threads, this has been a complaint for over a year now.  When will you be adding the option for your client's to make the decision as to where the latest messages are placed?

    6
  • Dave Rooney

    This is a workaround to the actual fix: having the most recent tickets at the top, as well as the composer. It is insane to me that Zendesk is being so stubborn about something so obviously incorrect.

    5
  • 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. 

    2
  • Martin Stoyanov

    So us being heard resulted in ending up with mandatory composer on the bottom?
    Reading email threads is a huge struggle. Please bring it back on the top or make this a preference.
    Updates need to be on the top as well. Why would I waste my time scrolling to find the latest message?

    2
  • Peter Barnes

    I have to say the new Zendesk design is just awful. Going from the bottom to the top goes against how humans read pages. I have had this for a few days now. I still scroll to the top to see the latest message, which shows it is against the natural way you would read through a ticket. What was the design thought here?

    2
  • 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. 

     

    1
  • Shayan Moussawi

    Peter Barnes The idea was that they wanted to make it feel more like a "Chat" or "Messaging" experience - since the Chat functionality has been merged into the new Agent Workspace.

    That means in the same Ticket, there can now be Messaging (via WhatsApp, Web Widget and so on) as well as Email conversations - so they had to find a way to merge it.

     

    Unfortunately the new experience is not suited for customers who mostly handle Email Support.A

    Additionally bugs like the Interface opening at the top of the last message not working have not been fixed either.

     

     

    1
  • Peter Barnes

    Thank you Shayan Moussawi. Is there any way, as we're a customer that only uses Email support, to revert back to the way it used to be, or even is there any updates coming soon for better layouts for email support?

    1
  • Aaron Hu

    When will you reverse the update? Candid feedback, the last message on the bottom sucks! I now have to read previous replies because it's a long chain. There needs to be an option to move it back. Not sure where the product manager got the idea this is a good workflow, they must not use Zendesk. 

    1
  • CJ Johnson

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

    0
  • 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. 

    0
  • Paige Hahn

    Automatically going to the top of the latest message doesn't help for me. It is confusing, regardless, to scroll up and down, with the individual email chain having the most recent reply at the top, while the whole ticket has the most recent reply at the bottom, resulting in a few minutes of scrolling up and down not knowing what I'm looking at. Can you please reverse the update or at least provide an option to switch it back to the old order?

    0
  • 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?

    -1
  • 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!

    -3
  • Amisha Sharma
    Zendesk Product Manager

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

    -3

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