[COMPLETED] Allow control of the order of comments for end users

Terminée

135 Commentaires

  • Zvika Dror

    Sorry. Whomever need this change for large scope of their clients please open a support ticket referring to this post. Again Sorry, but Sylvain here is only one of the waiting customers for resolution of legitimate bug (in design, presentation, call it whatever you like). Thanks you. ZD

    2
  • Matt Luis

    We need this. Come on ZD....

    2
  • William Friedman

    +1  We have a few customers looking to reorder the comments in their tickets

    3
  • Matthew Mah

    I've got several requests for this feature within the past two weeks alone.  Upvote. Thumbs Up. +1.....please get this on the roadmap and provide a timeline.  Pretty please?

    • MM

     

    3
  • Paul Schreiber

    +1

    2
  • Alina Mishina

    We need the ability to change ticket comments order for agents as well. Some agents in our company prefer to have the reverse order of the ticket comments in the agent interface: latest comment at the top, newest at the bottom (like they have in Gmail threads)

    4
  • Karen

    My customers are asking for this as well.  Please advise when this is 'planned' to be moved live.

    Thanks

    2
  • Kissinger

    And 4 years later this request is still going. Sorry to say but Zendesk don't actually practice what they preach.

    2
  • Rusty Wilson

    In general I'm happy with my Zendesk deployment, but it is obvious that the features requested here - and the votes the features get - are only lightly considered in terms of the product mgmt roadmap.

    For example, consider this other request with even MORE votes - and something thats out-of-box for the half dozen other ticket systems I've used:

    Add possibility for customer to set cc when opening a ticket via zendesk

    https://support.zendesk.com/hc/communities/public/posts/203421276-Add-possibility-for-customer-to-set-cc-when-opening-a-ticket-via-zendesk?page=4

    Age: 7 years

    Votes: 100+

    Yes, it says panned, its said "planned" for many months if not more than a year.

    The feature being requested here and the one I linked above - are both fundamental to a ticketing system and are both several years old, yet have many votes. The explanation from ZD in both threads is "other priorities" - for 7+ years?!?

    If you're not going to implement a given feature please just say so and don't entertain the discussion for multiple years.

    1
  • Zvika Dror

    Thanks Rusty - single "forgotten" post might be logical, but I'm sure every tick here is being noticed, then ignored, on some email notification on a busy 1st level supporter who is able to send template answers.

    Last time I revisited this topic I urged everyone to open a support ticket with ZenDesk if the feature is really important, so did I, and got feedback that PM will look at it (has been several months since).

    The separate and rule method of giving the tickets to technical team and sending feature requests to the community for review is logical, but in this case not a useful tool for ZenDesk users and product satisfaction in general.

    The main problem I see is this. You pay for a product, you get support. Your customers pay you, but they don't pay ZenDesk directly, so ZenDesk will not lose money (or sleep, or current PM) over not giving comment order to the end users, only the direct customers, which is... Me! I see the ticket communication in the correct latest to oldest order, and it is easier for Me to work with the product Me is directly paying for.

    Go open a ticket referring to this feature request (BUG!!!) if its really important to you.

    Include the CC for adding consultants and interested parties to communicate with support agents and speed up handling issues for benefit of everyone.

    And mind that BCC is missing, big time. I cannot selectively BCC a ticket to someone in my organization or an automatic tool, without letting others see the recipient, which makes ZenDesk less efficient than most email support clients (mail protocol with BCC exists since... fill with Wikipedia).

    ZenDesk - if you see this, take it as creative feedback, your web interface needs to have better usability and since we cannot do everything with custom interface using your APIs, we're dependent on your interface and what we can do with user scripts in browser to tweak it a bit better.

    Thank you, Rusty and everyone, keep pushing, one day we'll see the light at the end of tunnel :)

    ZD

    1
  • Rich Warren

    +1 - This would make life much easier for our end users and our support staff.  It's confusing when an end user checks on tickets to find that the oldest comment is listed on top.  Most think that the ticket hasn't been updated.

    1
  • Franklin Frith

    This is disappointing. 

    Clients do NOT want to login to use the portal for this exact reason. What a joke to have to scroll all the way down to see the latest comment. Any system no matter what it relates to always has latest comments / actions first.  What a waste of time for clients.

    This is why I have found NONE of my clients login to the system. They all use the email responses via their inbox. Because people don't like wasting time.

    2
  • Zvika Dror

    Exactly the feedback I would use if I was running ZenDesk PM office.

    I just read your comment Franklin, wanted to rate it, so it jumped me to login and guess what? I needed to scroll again to the end of comments for rating, even though I was right there before login page...

    ZenDesk wake up!

    0
  • Vanvliet

    The list of issues and ignorance about them by Zendesk keeps piling up... Latest addition; Views and tickets being displayed as they were early this morning when I started. Updates not being saved, or at least telling me, seeing tickets back on New though having put in several details plus putting it on Open or On Hold. Really starting to wonder what alternatives to Zendesk there could be. I am really loosing faith in Zendesk...

    0
  • Colin Piper

    Vanvliet, my agents are not reporting any issues today. Is this just the view not updating or are these really changes not being saved?

    0
  • Vanvliet

    @Colin; It's the views only, because when you refresh the page a number of times eventually you will get a visual that shows the updated view. But it won't necessarily remain when reloading once again. It's horrible.

    Frankly got a very quick response from an agent when filing that issue (#1123340 - includes a screencast), and apparently I'm not the only one having this issue;

    "While we are aware of the problem and are already working hard to resolve this, your report really helps us understand the scope of the problem. I will go ahead and mark this ticket as an incident related to the original problem so that you will receive an update once the issue is resolved."

    Hope that won't take 7 years...

    0
  • Graeme Carmichael
    Community Moderator

    There is a service disruption today. Perhaps it is related to that.

    0
  • John Garcia

    Hi! I'm really excited to see this feature, when will it be added?

    0
  • Kissinger

    At this rate I predict 2020.

    1
  • Mark Fincham

    This is marked as "PLANNED" - when is it planned for?

    1
  • Zvika Dror

    End of days...

    0
  • Cory Brown

    Any update on this one?

    0
  • Michael Stark

    We are just in the beta phase and have some of our customers testing zendesk from an end-users perspective. One of the first questions that came in was 'Can I change the order of the comments ?'. I think this is really important for the acceptance. I don't understand why this is not taken into account for such a long time.

    1
  • Brennan Valenzuela

    +1 on comment order functionality.

    0
  • Alexander Helmroos

    +1 on this. B2B support tickets tend to get very long sometimes, and our customers are complaining about having to use pagination.

    0
  • Franklin Frith

    We spend thousands of dollars per year for 18 agents as a plus customer. This issue has been open for years. It is absolutely ridiculous that a customer has to scroll down to see the latest comment. We have maybe a 1 or 2% customer usage rate of the portal. Everyone answers via email because logging into zendesk as a customer is a joke when one has to scroll down through pages of information to see the latest response.

    I find this troublesome that after years of this open request, this issue isn't resolved.

    0
  • Patrick Bennett

    Any new update to this request?

    0
  • Jake Edwards
    0
  • Jake Edwards

    I know this is far from an acceptable final solution, but you could potentially jQuery it.

    // start
    // handle comments
    var list = $('ul.comment-list');
    var listItems = list.children('li');
    list.append(listItems.get().reverse());

    // handle followup div
    var followup = $('div.request-follow-up');
    list.before(followup);

    // handle comment form
    var commentform = $('form.comment-form');
    list.before(commentform);

    // end

    Only lightly tested. Not sure if there are any divs I missed. Needs some css fine tuning.

    Potentially use some CSS to block out the view by standard (display: none) then reveal only when the sorting has finished.

    Also some JS condition to only affect the request page, instead of all pages (e.g. comment-list).

    0
  • Carsten Falborg
    Community Moderator

    We have tried to do something similar and our first attempt broke when there were more than one page of comments...

    So we extended our script to go through the pagination of each page to build the comment list before sorting it...

    The downside to this is that with a very long comment list it takes some time to build it (and if you have a slow internet connection its even worse).

    We build this for a client, but they ended up removing it again because it was not as smooth a solution as first intended!

    0

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