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

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132 Commentaires

  • Vicki Irvine

    So we have NOT been given the option to switch between layouts - we now have to design the alternative layouts ourselves?  And that's only if we have the correct Zendesk account to do so?!

    Feels like we've been given very misleading information/promises...

    2
  • Ross Malyon

    they flat out lied :) 

    2
  • Abbey O'Connor

    Brett Bowser  if we sign up for the EAP and configure our user accounts so that the newest comments are on TOP, will we have to reset that layout when this gets included in a general release? Or whatever change we make to our accounts/users in the EAP will hold through?

    0
  • Paul Von
    Zendesk Product Manager

    Hi Abbey Neumann! No, once the layout has been configured so the newest comments are at the top, those changes will carry over from EAP through general release. No further changes would be needed from your side.

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey everyone, I just wanted to share that Amisha provided an update in the following thread around this feature release. Check it out here: Configuring the conversation flow and composer location in tickets (EAP)

    -3
  • Matt Smith

    I want to throw my 2 cents in here too.  We've just migrated to the agent workspace because it's now becoming mandatory.  We only work with email and the newest-on-top view worked well for messages in a ticket.  The newest-on-bottom view is terrible.  I can see why people who work primarity through chat would like it, but it's no good for emails.

    Emails often have a lot of junk at the bottom of them such as big signature blocks and copies of the email chain. The top of emails is usually the actual message the person sent.  Having messages sorted with the most recent at the bottom and the reply box also at the bottom makes it likely that the most recent context of the conversation is not visible, since you need to scroll down to the last email and then up a bit to get to the actual email body. This is fiddly and tedious.

    Please let us change the sort order.  And no, the EAP is no good for as as we're not on an enterprise plan.

    3
  • Greg

    Matt,

    we are in the same boat. Zendesk is clearly showing that they don't care.

    0
  • Ross Malyon

    just make it an option 

    0
  • Vicki Irvine

    Sadly Zendesk don't seem to be interested in all the negative feedback they received on this topic.  The rest of us have given up now I think!  I certainly have anyway.

    By small consolation, you do get used to the new layout.  Especially when you have no choice in the matter...

    0
  • Jarad Garlesky

    Yes unfortunately I concur with the last statement... but YES we finally did get used to the layout.. it just takes us more time to work a ticket compared to how we were originally

    0
  • Shawn Dismuke

    As an enterprise user, I was able to make the switch back to the top to bottom view and OH MY GOD it is so nice to have that back.  We save so much time from not having to scroll up to find the start of a long chain email.  Thank you Zendesk for making that change!

    However, I feel bad for all the non-enterprise users who are not able to make this change.  I would guess that most non-chat/email only users will be non-enterprise accounts due to not having the staff to support a 24/7 chat option.  Zendesk needs to make this option available to any account level.

    0
  • Greg

    No way we'll upgrade to Enterprise just for that.  One more annoyance like this and we'll just go somewhere else. There are other products on the market.

    0

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