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Jim Keller

Joined Sep 11, 2023

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Last activity Jan 10, 2024

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Jim Keller commented,

CommentTicket basics

I too am wondering why there is no video showing the new Agent Home interface, what it looks like, how it works, so we can be better informed before we activate something in production. 
This is not a good business model to make changes like this live in production without the ability to see what it looks like first. 'Testing' it in production is not feasible for most of us. 
Thank you. 

View comment · Posted Jan 10, 2024 · Jim Keller

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Jim Keller commented,

CommentFormatting and customizing your email

I have seen this asked several times in the comments, but I have not seen an answer yet from Zendesk on this. 

With the simplified email threading, is there a way to show the history of the ticket, whether just public comments (for customers), or all comments (for agents/admins) in reverse order so latest comment is at the top of the email and the flow is in reverse order, newest to oldest?
Our agents and customers shouldn't have to scroll to the end of the email to see the latest updates. 

There are work arounds, but they are not ideal, like having the latest comment first, and then the history, but for customers it can be confusing as they see the latest update, and then they're seeing the beginning of the ticket and have to scroll down to get to the end of the email to get the updates in reverse order. 

Thank you!

View comment · Posted Sep 11, 2023 · Jim Keller

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