Recent searches
No recent searches
"Show More" is adding extra work
Posted Aug 01, 2024
Another new “feature” has been added that encumbers our tech support workflow….the “Show More/Less” option when bot users reply to a series of questions.
Now we have to click “Show More” to see their full reply! The information we have requested in the bot is VITAL to solving the ticket. If we didn't want to see that information, we would not have asked for it in the bot. So I'm struggling to see the logic in hiding it by default.
It should be SHOWN by default, and hidden as an option.
This really threw me off today when it appeared, as the most vital information was missing from several tickets and it actually caused me to answer a few of our users with a request for details – which they had already provided, but Zendesk had hidden it.
I can see it making sense to hide what the bot says by default, if you're trying to save space on the screen. But to hide the user's input seems quite backwards.
If you make a change this big, it would be so helpful to have it be announced at the very least. Giving feedback after the fact is frustrating, because we know how long it will take to be “fixed” and now we have to deal with an extra click on literally EVERY ticket from the bot.
As with most of these fiddly changes, they should be optional, configurable, etc. Not just assumed to be “better” for everyone.


1
1 comment
Sydney Neubauer
+1 to this - this is not the only place that Zendesk has changed this, they do this with longer tickets AND Side Conversations. This makes CTRL+F difficult on pages as it is hidden within the SHOW MORE.
If you are going to have it, it would be nice to have it as a setting that we can choose to deactivate
0