Early Access Program: Configuring the conversation flow and composer location in tickets

Hi Michael, 
This feature has gone GA. See this article for details: Configuring the conversation order. You need a Professional plan or higher to use it. 

Brett Bowser: I recommend archiving this EAP article. 

1263082087049 is this feature generally available? If not, can we join the early release?

1265129421610 - to address your refresh views complaint which I also had. I found an extension through a community post that works flawlessly. Had my entire team install it. It's a gamechanger.

https://chromewebstore.google.com/detail/zendesk-refresher/kbnadckimgmhcchlnoddmihobfmloocp?pli=1

Let me get this right.

If you like our product, we take what you love and take it away. But bring it back as a paid feature. This is a basic feature. This isn't asking you about enterprise groups or security changes.

So done with Zendesk.

Hello everyone. Thank you for your continued feedback in this space. I want to echo Pablo's sentiments and say that as of now that what has been shared is the current update on this feature area.

Of course, we are always open to hearing your ideas and ways we can improve. I will continue to monitor this space however I would encourage you to share specific feedback or ideas about this area into our product feedback support forum found here. 

Thank you all for being valued members of our Zendesk Community.

Pablo Kenney Thanks so much! appreciate to your decision, congrats to all

Hi 1265129421610, 

Appreciate your ideas for gathering feedback. At this point, this thread is moving off topic, and I'd appreciate any additional follow up either going directly to me, or even better going into our community threads to provide feedback in the relevant area (which I know you already do/have done - thank you). I do not have additional information to add on comment boxes or auto-refresh that isn't already in the community posts. 

Hi 1263082286989,

what about old style comment boxes? I like the box at the top which would expand only if necessary, but would expand automatically! This new 'workspace2' comment box is some kind of window that I have to manually move up/down. I do not want to touch anything with the mouse when I'm typing, and that simple automation of expanding the entry box was essential!

Also, did you notice that sender's email address is not shown anywhere anymore? Not it just says 'via Email'. Like I didn't know that ticket was opened via email, ALL of our tickets are opened via email! I need to know WHICH EMAIL ADDRESS was used to send that email! I don't even need to see the name of the person, I literally need to see the email address to confirm if it's a valid or fake email!

Anyway, if you want to improve this product, simply ask your customers what to focus on. Create Customer Council, invite everyone who is using Zendesk for 7+ years, offer some incentives (like AWS Customer Council does) and then you'll have free access to product experts and you could run your ideas by them or ask them to proactively report what's not working properly, what could be improved, etc. And then you'll be able to polish and fine tune this product and bring more customers. Offer these product experts to write use cases, case studies, whitepapers and then publish them - for you and for them it's far better than 2 sentence testimonial. You'll get 100% involvement, customers will be very proud that their name is associated with the formal whitepaper published by Zendesk. It's a bragging thing after all, ego-tripping of some sort, but we all love it.

Also, I believe you guys are all familiar with the fact that it's 6x more expensive to bring a new user onboard than to keep old one happy. Old users will grow with time and they will find a use for new features, upgrade plans and become product experts. And then you can get access to their expertise almost for free.

Now that we're talking - what about auto-refresh for ticket views? When will this be implemented?

Hi Folks, 

I was able to check with the team today, and they are planning on releasing capabilities such as reversing the order of the comments and other conversation configuration settings to the Professional plan and not just the Enterprise plan. 

This article hasn't been updated yet because the team is determining resourcing and timelines for delivery, but I can confirm that we are planning to deliver the capabilities mentioned above to the Professional plan. 

Again, thank you for your feedback.