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Accessibility change in ticket preview pop-up
Posted Dec 20, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
When an agent is utilizing a laptop (mines 16 inches) and they hover over a ticket in the queue to read the preview- it always pops up on the bottom, even when previewing the lowest ticket. I'll attach a screenshot here so you can see my perspective.
What problem do you see this solving? (1-2 sentences)
I, and likely many other agents, work from home or on the go and the preview feature is truly helpful to our workflows. But, if they're not hooked up to a monitor, it can be annoying to see the preview but not be able to scroll down on the page any further.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
I'd say a couple times a week I try to hover over a ticket and forget that I'm on my laptop not my monitor. I think this is more of a user interface issue rather than one that truly affects my ability to do my job. I can always just click into the ticket. But, it would be nice!
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Zooming out does help see the ticket preview!
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I can think of a few solutions:
1. Allow the page to scroll down even when there's no more tickets to display
2. Allow the pop-up to appear above the ticket instead of below
6
8 comments
Emily Reidy
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!
2
Scott Tynan
+1 this is quite annoying when it happens and seems like a fairly basic UI problem that should have been picked up in UAT.
2
William Carr
+1 this is also problem with members on my teams.
1
Marc Hill
+1 agree. It never used to do this, used to show the preview upwards if low down the screen. Please fix soon
1
Jay Lee
+1
1
Agnieszka Pyzik
This is a great feature request and I have added it to the backlog. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
1
Agnieszka Pyzik
Hey Sydney,
Thank you for your patience. After conducting an initial investigation, we have confirmed that this issue is indeed a bug. Our team is actively working on a fix, and we will provide you with more details as soon as possible.
0
Agnieszka Pyzik
The bug has been fixed, and I sincerely apologize for any inconvenience it may have caused you.
1