Daniel Longwing

We regularly get tickets ABOUT out-of-office issues that wind up Suspended rather than arriving in the queue. To make matters worse, if we recover those tickets and respond, the user's replies ALSO get suspended (despite the fact that we recovered the ticket).

Please just give us the ability to switch this filter off. It's causing issues with our SLAs.

None. The UI remains unchanged. You have to bounce up and down the entire email history like a kid on a trampoline in order to get a sense for what's actually happening on a given ticket. It's now incredibly easy to lose useful information in the middle of the ticket thread because of all the repeated messages cloned from one reply to the next.

I cannot imagine that the developer who made this change actually uses Zendesk to answer email tickets. If they did they would never have pushed the change to production. It dramatically reduces Zendesk's usefulness.

... That has nothing to do with the display order of the messages. The update reversed it from a normal industry standard to a setup that doesn't integrate well with any major email provider.

Emails are sorted as follows within every major mail application:

• Current message.
• 2nd reply
• 1st reply
• Original email

Zendesk retains this, but then orders each email in inverse order. So a ticket chain will look like this:

• Original email

----

• 1st reply
• Original email

---

• 2nd reply
• 1st reply
• Original email

---

• Current message
• 2nd reply
• 1st reply
• Original email

---

Text entry field for responses

-

This setup is incredibly annoying. You have to scroll through a ton of extraneous data to find the small number of relevant pieces needed to respond to the ticket (keep in mind that any of these bullet points could be multiple screens of text and screenshots).

The switch to most-recent-on-bottom is terrible. All major email applications sort their email threads with the most recent message on top and older messages below in order of recency. This change makes tracking email threads extremely annoying. I have to scroll up to the previous message, then down it's email thread looking for any interjections by other participants, then up the zendesk UI to look for the next oldest message.

I get that this change is more chat-like, and that's all well and fine if the communications channel is a chat, but for emails? They should be sorted like they'd be sorted in an email application. At least give us the option to reverse the sort rather than forcing us to use this incredibly inconvenient interface.