Change the order of the comments as an agent when viewing a ticket

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132 Commentaires

  • Lena Tschuschke

    We are also not go ahead with implementing the new workspace due to that feature and try to stall that as long as possible. 

    We would really appreciate to keep the system of tickets as it is already or an individual setting possible is. For example to install settings for mails, chats and calls because the main idea is comprehensible and suitable for chats but not for mails. 

    We have trust in Zendesk that they will try their best to solve that soon. 

    0
  • Stephen

    Hi,

    My team recently had the Agent Workspace forcibly applied and immediately complaints started about the comment ordering. We offer email / web form support, with potential of chat coming next year - the ordering of comments like a messaging service, does not work in my opinion on the bulk of our tickets.

    Ideally, I think Agents should have the option to reverse the Comment Order and save it as Default on their requests.

    I am dissapointed in the responses from Zendesk so far on this request, as it seems to be fairly prevelent amongst the community.

    2
  • Thorsten Keller

    Hey guys, is there any news on this? This little tweak will increase the supporters satisfaction quite a lot as the conversation sorting changed from new-to-old to old-to-new with new agentview.

    2
  • Yesim Medl

    Yesterday, we have been "updated" to the Agent workspace. We can' believe that its not possible to 
    change the sorting of comments. My team is complaining, because its uncomfortable and makes our work become slower.


     

    4
  • Greg

    Zendesk is showing so much that they don't care. It's almost 3 years now.

    2
  • Lisa Jaeger

    They don't care the feature works for text conversations not for email. They just assume that any company using email would be too large or too disorganized to leave the platform quickly.

    1
  • Nicolas Jepsen

    Was just informed about this, but the “fix” is actually coming in an EAP. However… it is only available through enterprise ironically👏 …

    0
  • Timothy Beutler

    Nicolas Jepsen where did you find this information? We would really appreciate being able to know more, even if it is an EAP in Enterprise. Thanks!

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello everyone,

    Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.

    We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:

    • Option to put the composer at the top or the bottom in the ticket UI
    • Option to see the newest messages at the top or the bottom in Conversation log
    • Option to always have the composer collapsed when you open a ticket to have more reading space

    We're targeting September for this release. This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).

    Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need. 

    These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.

    Look forward to bringing this to you in the coming few months. Thanks!

    -1
  • Amisha Sharma
    Zendesk Product Manager

    Hello everyone,

    Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.

    We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:

    • Option to put the composer at the top or the bottom in the ticket UI
    • Option to see the newest messages at the top or the bottom in Conversation log
    • Option to always have the composer collapsed when you open a ticket to have more reading space

    We're targeting September for this release. This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).

    Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need. 

    These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.

    Look forward to bringing this to you in the coming few months. Thanks!

    1
  • Stephen

    Hi Amisha Sharma,

    Great to hear that work is being done on this topic and from the sounds of things this will go along to resolving the key issue my team has reported when looking into rolling out the Agent Workspace.

    • Option to see the newest messages at the top or the bottom in Conversation log

    Just to clarify on this point - does this mean that the comment log will effectively be reversed and as it is in the legacy Agent interface?

    1
  • Vicki Irvine

    We were forced on to the new Agent Workspace UI this week - PLEASE PLEASE PLEASE can you prioritise the reply sorting issue, as it's slowing down all users (50-60 of us in Support alone).

    2
  • Amisha Sharma
    Zendesk Product Manager

    Hello Stephen - Yes, you're correct. If you configure to put composer on top (instead of the bottom) and configure to reverse the order of messages in Conversation log, it will effectively seem like legacy Agent workspace. Hope this helps clarify a bit better :)

    Hello Vicki Irvine - This release will include being able to sort the order of messages. Thanks!

     

    0
  • Vicki Irvine

    Amisha Sharma thanks for the reply - but do we still have to wait until September for this?  Also, any idea if it will be early or late September?

    0
  • Ross Malyon

    the newest UI changes have done nothing but make us slower. Good work!

     

    0
  • Vicki Irvine

    Amisha Sharma so we've hit September - any update on those changes yet please?

    1
  • Sean Tassi

    Amisha, 

    When in September can we expect the new customisation to be available?

    • Option to always have the composer collapsed when you open a ticket to have more reading space

    The loss of reading space is killing our workflow.

    0
  • Vicki Irvine

    Amisha Sharma Brett Bowser please can we have an update?

    0
  • Shawna James
    Community Product Feedback Specialist
    Hello everyone, thank you for your expressed interest in receiving another update here. I understand this was noted as being rolled out in September; I have sent a note to Amisha to flag this thread. She will reply as soon as she is able with more information. Thanks again!
    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello all,

    Thanks for all your comments.

    Sean Tassi - Yes, this configuration will be a part of the release.

    I wanted to get an exact rollout data before posting here. Excited to share that we will be releasing these features within Layout Builder on October 9th, Monday. I know we promised September earlier, but since there could be a few combinations in which a layout can be configured, we want to thoroughly test before launch and that's why are moving the launch date by a couple of weeks.

    I'll post here again on the day of the launch. Thanks!

    Note: This will be a part of the Early Access Program for layout builder, and also part of the official launch of Layout Builder (in late 2023).

    -1
  • Vicki Irvine

    Amisha Sharma thanks for the update.

    Can I ask if other issues are being addressed as well?  These were previously raised in another Ticket that had feedback from lots of others too, but it got closed off.

    1) Ticket Subject and SLA unnecessarily small

    2) Initial Ticket info is not 'pinned' at the top of the Ticket now

     

    0
  • Vicki Irvine

    Amisha Sharma Brett Bowser Shawna James please can someone answer the question in my previous post above?

    0
  • Vicki Irvine

    Amisha Sharma Brett Bowser Shawna James is anyone reading this thread?

    0
  • Ross Malyon

    don't be silly it means they have to admit they mucked up :)

    0
  • Shawna James
    Community Product Feedback Specialist

    Hi Vicki, thank you for flagging this and yes, I want to assure you we have your follow up questions noted. I apologize we have not been able to get a response to your questions yet but are working to do so as soon as we are able. We understand the frustrations that may be felt from the delay and thank you for your patience.

     

    0
  • Vicki Irvine

    Thanks Shawna James - appreciate the response

    0
  • Vicki Irvine

    Amisha Sharma any news for us yet please?

    0
  • Lisa Jaeger

    So they launched a fix for this but only if you are have a Suite / Support Enterprise or Enterprise Plus account. Is there any intention to specifically allow the conversation order to be fixed on other account types at a later time, or should we start looking for a new ticketing system? Because I do not see the point of paying more to fix a problem created and forced upon us after we adopted the system.

    3
  • Jarad Garlesky

    Lisa Jaeger  BAM hit it right on the Head!!!!   we are facing the exact same issues. 

    1
  • Ross Malyon

    Good business model.

    Make something so crap that people are forced to spend stupid money on the tier they don't want to get the basic functionality of reading a ticket back.

    Zendesk are you mental? 

    Zoho and freshdesk have both offered us good pricing on moving from Zendesk and you can migrate your data fairly easily. 

    3

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