Stefan Weiss

Hi, any update on this?? its year 2025…

Hi Amisha Sharma 

is there already a plan availible for the EAP for Phase 2?

Are there already screenshots availible, expecially from the Collapsed view of already-read messages.

Thanks

Stefan

Hi all,

can you please add a screenshot of what we can expect with the funktion "Collapsed view of already-read messages?

in the thred I discribed exactly this situation which would be very helpfull for us:

 https://support.zendesk.com/hc/en-us/community/posts/7044649007386-Function-to-collaps-expand-ticket-comments-in-support

But I neet to see how it looks and whether it helps us, to decide to activate it right away.

Thanks

Stefan

Hi @... 

great initiative!!

I just posted a new topic, which actually falls exactly into yours :)

https://support.zendesk.com/hc/en-us/community/posts/7044649007386-Function-to-collaps-expand-ticket-comments-in-support

For questions, examples, cases, etc. feel free to contact me.

Regards

Stefan

Hi all,

We need a function to collapse & expand large ticket comments by demand. 

By default, e.g. only the first 10-20 lines of a comment of the requester or Agent should be visible, the rest should be possible to expand (similar like the function that is already there for emails that get answered from outside towards the ticket system.

As we are in B2B business, our customers often uses our email answers internally to send the emails around in their organization. 

But afterwards, our customer forwards us this conversation flow to our support address.

With using the forwarding function, always the whole big email is visible in one single comment inside the ticket which means a lot of scrolling effort for the agent so understand things that happend in the past….

When this happens a few times in a complicated case, its nearly impossible to follow the situation correctly.

That for, we need the collapse & expand function in the comment section of the agent workspace.

Additionally in the external view for requesters of a ticket this would be the same benefit.

We tried a lot here, even with implementing simplified email threading we don't come further, as its all about the forwarding funktion of emails to our support address….

Thanks for your help.

Stefan