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Function to collaps & expand ticket comments in support



Posted Apr 10, 2024

Hi all,

We need a function to collapse & expand large ticket comments by demand. 

By default, e.g. only the first 10-20 lines of a comment of the requester or Agent should be visible, the rest should be possible to expand (similar like the function that is already there for emails that get answered from outside towards the ticket system.

 

As we are in B2B business, our customers often uses our email answers internally to send the emails around in their organization. 

 

But afterwards, our customer forwards us this conversation flow to our support address.

With using the forwarding function, always the whole big email is visible in one single comment inside the ticket which means a lot of scrolling effort for the agent so understand things that happend in the past….

When this happens a few times in a complicated case, its nearly impossible to follow the situation correctly.

 

That for, we need the collapse & expand function in the comment section of the agent workspace.

Additionally in the external view for requesters of a ticket this would be the same benefit.

 

We tried a lot here, even with implementing simplified email threading we don't come further, as its all about the forwarding funktion of emails to our support address….

 

Thanks for your help.

Stefan


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4 comments

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Shawna James

Community Product Feedback Specialist

Hey Stefan,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Amisha Sharma

Zendesk Product Manager

Hey Stefan,

 

Thanks for reaching out. This feature is definitely on our radar and we are exploring the best ways to implement this. We will surely get back with more update once we include this in our roadmap. Thanks!

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Zendesk needs this feature.

Large emails with historical content shared back & forwards many times is the norm for most business communication. All email client software (or web interfaces) has always known this and offers suitable views and strategies. 

Zendesk as a platform needs to handle seamlessly via email. If entire emails are displayed with no option to collapse or hide duplicated content, the ticket view becomes impractical and unusable. 

Zendesk really needs to fix this. Even a simple toggle option to only display “x lines per post” with an "expand" button per post would provide immediate relief from this. Better or cleverer interfaces and strategies for handling emails could and should be added later.

For now, the lack of ability to properly handle/display large emails severely hampers both the customer and the agent experience. Please Zendesk - add this feature.

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Ace

Zendesk Employee

 
Hello Stefan‍ ,
 
I've taken a look and found that other users are discussing similar needs here:
https://support.zendesk.com/hc/en-us/community/posts/7044649007386-Function-to-collaps-expand-ticket-comments-in-support#:~:text=Hey%20Stefan%2C%0A%C2%A0%0AThank%20you%20for%20taking%20the%20time%20to%20provide%20us%20with%20your%20feedback.%20This%20has%20been%20logged%20for%20our%20PM%20team%20to%20review.%20For%20others%20who%20may%20be%20interested%20in%20this%20feature%20request%2C%20please%20add%20your%20support%20by%20upvoting%20this%20post%20and/or%20adding%20your%20use%20case%20to%20the%20comments%20below.%20Thank%20you%20again!
 
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
 
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

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