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

Planifié

Publication le 04 août 2020

See
https://support.zendesk.com/hc/en-us/community/posts/360047182454-Sorting-of-comments-INSIDE-a-ticket

I could not find an existing post in the "Feedback on Support" topic about this so I'm creating one, as I would like this, too. I'm not a supervisor, but I often have a need to review a bunch of older tickets. In this cases, I would much prefer to be reading from the oldest to the newest. When I'm actively working a current open issue, I prefer to read the most recent first - so the way it works today works fine for that use case. But every time I need to review a customer's past tickets, or past tickets that touch on similar topics, it's very inconvenient to have to begin each one by scrolling to the bottom then scrolling up.

If I could easily switch the sort order, this would enable me to quickly and much more easily switch back and forth between the mode of "working on an active ticket" and "looking at older tickets".

It would be far better for me if the solution to this enabled me to switch the display order with a simple click at the top of a ticket, rather than a per-use setting that I'd have to go to my user preferences to change. The menu where one is able to switch between Conversation and Events would be a great place for this. e.g. change it from:

Conversations
Events

to something like:

Conversations (ascending)
Conversations (descending)
Events

-seneca

136

136 commentaire

Date

Les plus récentes

Nicolas Jepsen

13 juil. 2023

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

Lisa Jaeger

13 juil. 2023

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.

Greg

13 juil. 2023

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

Yesim Medl

13 juil. 2023

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.

Thorsten Keller

13 juil. 2023

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.

Stephen

11 juil. 2023

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.

Lena Tschuschke

25 mai 2023

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.

Natalie Doran

12 mai 2023

I just forwarded an email thread from outlook to the support email. The first 10 responses in this chain were in outlook. It is beyond ridiculous that to follow this ticket thread, you have to start at the bottom, read upwards 10 responses, then return to the bottom of the ticket to read my additions to the ticket. Zendesk, fix this already. This is appalling.