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Two of the new changes to Zendesk is not for the better
Posted Mar 15, 2024
Hi Zendesk
ORDER OF MESSAGES IS NOW CONFUSING
The now reversed order of new messages on a task/thread, now shown in the top of the page, and the new placement of the area where you write you answers, in the bottom of the page, makes it less manageable.
When there is more answers in the incomming mail, that generates the ticket, you will have to scroll up in the new post, to find the newest message, the way you have laid it out now.
Before the newest message was always shown at the top of the page, right below the area where you write your response.
Please roll back that change.
A DROPDOWN TAKES MORE TIME TO USE THAN BUTTONS
Why on earth have you replaced the two public/internal buttons with a dropdown? When you use internal messages a lot, it's a killer that you now have to click two times instead of just once.
Please roll back that change.
3
11 comments
Josh Walker
Agree 100% on the bottom-to-top order of messages.
Another critical issue with this style change, is that customers who reply to a ticket in a long email chain (very common), or have long signatures (very common), can create a situation where it is literally impossible for the agent to see the most recent message while typing a reply. Since you can only see the very bottom of the most recent message, it is very common to only be able to see the bottom of someone's signature, rather than the message they sent.
However, this issue does not exist in the previous style of sorting the replies. When the most recent message is on top, the reply could be 8 pages long and you can still see the most important part of the message.
I suggest possibly adding the option to choose between Ascending or Descending sorting.
6
Meggan King
I find it unusable right now. I can't write a proper response to a customers question because .
The other change, which is not for the better, is starting a reply in Internal first and then switching to Public to send no longer works. Internal was great for writing replies before sending it off. Now when I switch from Internal to Public, the field is blank
4
Michael Peronard Ellingsgaard
It does not clear the internal field, it actually remembers what is in the field if you switch back from public. And if you write in the public field, it also remembers that if you switch between public and internal and back again. And it still remembers whats in both of the fields if you close the browser window and open it again, as before.
-1
Meggan King
Previously, the same text was kept and you could switch back and forth while editing, which is a feature we used regularly for many, many years. Now it's separate text for each section.
0
Jane Fleming
Agree totally with both your points:
ORDER OF MESSAGES IS NOW CONFUSING
A DROPDOWN TAKES MORE TIME TO USE THAN BUTTONS
but it's the order that is the major problem.
Also, much prefer the input box at the top of the screen, not at the bottom.
0
Michael Peronard Ellingsgaard
Thanks, Jane.
I agree - I also prefer the response box in top of the page, when the order of the answers was like before.
It's like Zendesk didn't test the new interface at humans at all before changing it.
0
Shawna James
Thank you for taking the time to provide us with your feedback and other for adding in your support here. This has been logged for our PM team to review. For others who may be interested in this feature request, please continue to add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
0
Paul Von
Hi everyone – Paul here from the Zendesk product team. As Shawna mentioned, thank you for taking the time to provide your feedback. It greatly helps Zendesk's product development teams prioritize, build, and improve product updates.
In regards to the order of messages and location of the conversation editor, customers who are on Suite or Support Professional and Enterprise plans can utilize Layout Builder to configure those settings. A custom layout through Layout Builder can accommodate changing the order of the conversation, the location of the editor, and whether the editor is open or closed by default. Here is the Help Center article that outlines how to do so: https://support.zendesk.com/hc/en-us/articles/6070249202202-Configuring-the-conversation-order-and-composer-location-in-tickets
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Michael Peronard Ellingsgaard
Hi Shawna and Paul
Thanks for your answers, they are highly appreciated.
BR Michael
0
Michael Peronard Ellingsgaard
Hi again :)
Can you make a template for us?
Unfortunately we only have the Teams-plan as subscription to Zendesk Support and therefor we don't have the rights to create templates. We have no plans about changing the subscription plan for now, so I'm curious to hear if you / Zendesk Support, can set up a template for us, that we can use, and that uses the same logic as before your new layout. See my description above. Is that possible?
Zendesk Data Back Up
I have another question, related to security: do you have all our data backed up in case your main system is hacked and all data on your online servers is stolen/deleted or corrupted? Or do we have to make our own copy of all the data that is in your system - with all our tickets, that are documenting our work years back.
Best regards
Michael Peronard Ellingsgaard
0
James Peterson - Eastern Logic
Hi Michael Peronard Ellingsgaard and Meggan King ,
We have recently updated our Drafts app on the Zendesk Marketplace, which should now be able to help solve one of the problems you have outlined above. Specifically, the app provides a one-click button to move internal notes to a public reply. The app is free to use, so please give it a try and see if it can help. Full description of the app is on our Help Centre here. Feedback is welcome!
Cheers ~
0