Please revert the change to the email thread order

Planned

8 Comments

  • Daniel Longwing

    ... That has nothing to do with the display order of the messages. The update reversed it from a normal industry standard to a setup that doesn't integrate well with any major email provider.

    Emails are sorted as follows within every major mail application:

    • Current message.
    • 2nd reply
    • 1st reply
    • Original email

    Zendesk retains this, but then orders each email in inverse order. So a ticket chain will look like this:

    • Original email

    ----

    • 1st reply
    • Original email

    ---

    • 2nd reply
    • 1st reply
    • Original email

    ---

    • Current message
    • 2nd reply
    • 1st reply
    • Original email

    ---

    Text entry field for responses

    -

    This setup is incredibly annoying. You have to scroll through a ton of extraneous data to find the small number of relevant pieces needed to respond to the ticket (keep in mind that any of these bullet points could be multiple screens of text and screenshots).

    8
  • Erik Bailey

    +1. We have not yet been migrated to the new interface, but this is the single most scary change I see. Having the most recent information directly on top is fundamental and anything else is insane. Your example of how inbound emails are shown is spot-on. This needs to change. Upvoted.

    3
  • Vishaal

    Was there any update here? 

    2
  • Daniel Longwing

    None. The UI remains unchanged. You have to bounce up and down the entire email history like a kid on a trampoline in order to get a sense for what's actually happening on a given ticket. It's now incredibly easy to lose useful information in the middle of the ticket thread because of all the repeated messages cloned from one reply to the next.

    I cannot imagine that the developer who made this change actually uses Zendesk to answer email tickets. If they did they would never have pushed the change to production. It dramatically reduces Zendesk's usefulness.

    2
  • 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
  • Vishaal

    Daniel Longwing

     

    Our issue is that when we receive an email response and you open the ticket it goes to that email response. 

    However, the most up to date response is in the middle of the thread of the ticket so if you scroll up or down you lose the most up to date response and I fully agree this isn't the best user experience.

    0
  • Andrew Dun

    We have also had staff ask for the newest email to be at the top, rather than the bottom. We do not handle chat, only email. 

    0
  • Marco Costa

    I noticed a very similar issue in different circumstances:

    When I "forward via email" a ticket, and I flag all previous comments to be included in the email, the order of the comments included is not correct, the very last is at the end, but the others are ordered with the most recent on the top.

    This is wrong, they should be all ordered by date of creation/update...

    Sure is that what I read here is by far worse as it impact each and every ticket you have to manage. We don't have this issue because we are still on the older interface...

    0

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