Agent Workspace - Thread Direction
We recently switched over to Agent Workspace. As there are always growing pains with a new look, I found one that can be very problematic and take up more time rather than saving time. With the comment box now at the bottom of a ticket, it does not follow the natural thread alignment like an email. We have found that this is really a problem when we have merged a ticket into another. When an email comes into our support system that already has a bunch of threads, it shows new to oldest, top to bottom. When merged into another ticket or even just continuing on with the existing ticket, the comments are now new - old from bottom to top.
This needs to be addressed. Either change the comment section back to the top to have newest comments at the top or allow the option for customization.
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In Zendesk's defence the message direction is the same as in Whatsapp/text/imessaging/FB messenger and you read/write on paper from top to bottom, writing new sentences at the bottom.
However the agent workspace does not yet appear to be the polished, end product it should be (from a company like Zendesk) before the company starts to force it upon users. Certainly I am not seeing any ongoing improvements to to give me the confidence and comfort it will get any better going forwards. It feels like they gave it to a bunch of trainees to design.
That said your point on the merging of tickets does sound like a problem. I have just tried it on our sandbox and appears to work ok.
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Valid point with the other messaging platforms Darren. Thank you for bringing this to memory.
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I agree 100%. It is now very difficult to find the latest response in an ongoing email thread if previous replies are still included. You have to scroll to the bottom then back up to (hopefully) find the newest reply. This is extraordinarily inconvenient and I'm worried that a missed reply will negatively impact my ability to service my clients. Please allow us to flip the thread direction back to the top!
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