[Agent Workspace] move the reply section back to the top

13 Commentaires

  • Sagi M Welzman

    We've passesd this feedback as well several times.
    The ticket comment time line needs to be sorted from newest at the top (including comment box) to oldest at the bottom.
    This will certainly speed up our work since our tickets usually have long threads, and scrolling all the way to the bottom is cumbersome.

  • Matt Carrington

    Yes I agree.  We have just moved to ZenDesk Workspaces and immediate feedback is that its very time consuming having to scroll to the bottom of the page.
    Is there any update on this?

  • Matt Foley


    For chats, I think it's perfect the way it is but when it comes to responding to emails and reading through older emails first, it's quite tedious. Please move the Reply/Internal Comment Section back to the top.

    I had to disable the Agent Workplace because it wasn't an efficient use of time. I hope to reintroduce it to our team once this change/feature request is implemented.

  • Emelie Stjernquist

    I agree on this, this is a major problem.

    In our case, we had to disable the Agent Workspace due to that we can have long ticket conversation which means that the Agents need to put a lot of time on just scrolling.

    Change so that the latest comment is found in the top, or make it possible to choose per Agent if you want the latest comment in the bottom or in the top.


  • Tobias Hermanns



    any news on that topic?


    Any news on this?

    - we have started to use ZD and in prod we have the "old "version, however in the sandbox we see this new version and we have not only the rpoblem of having to scroll down, you also do not have the "Events" accesible and you need an extra click to switch between internal and external comments... which is to forget.


  • Jamie Noell

    It would be nice to provide a configurable option for replies to sort newest to oldest as with the former workspace design.  We do not use messaging, so it would be nice for the ticket reply history to flow in the same order as an email would. 

  • Stefan Jonsson

    Greg - Community Manager
    Any comments from Zendesk on this topic? We recently switched to the new Workspace and we're very disappointed that you cannot choose in which order things shall appear. 

  • Nathan Amthor

    Furthermore, having the reply pane on the bottom is not ergonomic.

  • Chandra M

    I was planning to migrate to Agent Workspace but I am hesitating now because of this. I'm pretty sure our agents will revolt, since the majority of our tickets are handled via email and can be very long.

  • Dave Dyson
    Zendesk Community Team

    Hi Chandra M –

    For what it's worth, in Agent Workspace the reply pane is always visible to your agents, so they won't have to scroll down to it, no matter how long original ticket or conversation thread is:

  • Chandra M

    Thank you - I didn't realize that.

  • Dave Dyson
    Zendesk Community Team

    No worries, glad I could help clarify things!


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