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

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!

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!

plz denzesk. plz. plz let us switch the view. you're forcing everyone to switch to the UI eventually, these complaints are only going to accumulate. plz. plz.don't be one of those companies that futzes with UI every now and again, upsetting what users got used to (or in this case, what users have options to adjust elsewhere, i.e. any other inbox system).

plz denzesk. we showed you our complaint, plz respond.

We recently switched from Legacy and faced this too, it brings too issues:

• Newer replies at the bottom and you have to scroll it down each time.
• The reply window is always takes part of the screen, reducing my working area. It mostly affects laptops with small screens: it hides a lot of area and make it unusable. 

Hi again,

On Monday we made the change from Legacy. Today a colleague, jokingly made a remark about our health insurrance, because we look to the bottom of the screen and straining our necks unnecessarily.


The new view is something you need to adjust to, but I will still say that it's a view that supports chatting a lot more than when using Zendesk as a mailing system.

Hopefully we will soon see it implemented that administrators can choose where the reply section is shown.

Hello
We have also the same issue  , here .  Agents complain about the  follow-up  from the bottom to the top of conversations .

Could you propose as  an option to get the newest comment on the top rather  at the bottom . ?

Could you update us , if it will be possible in next coming weeks ? 

Thanks

Hello,

We have the same problem here. Agents complaint about how difficult is now for them to follow-up the conversations on tickets when the last comment is at the bottom of the page and it is a long coversation. Could some how exist an option of resorting messages? so that each agent can choose how they want to be their messages ordered?

Thanks,

The reply at the bottom is succesfully hiding and making unusable my monitor. You should give the right to people to choose.

I just want to add that this is the main reason we still use legacy - As long as the reply section is at the bottom our time spent on tickets will increase somewhat significantly.
All our correspondance is via email.
We might not be solving a crazy amount of tickets, we average about 2700 tickets a month right now and 90% of those are between 10 agents, so the increased time per ticket means a longer average reply time.
As Chandra said their agents might revolt, my colleagues kinda did when I turned the workspace on.
We used it for a day and most agents very unhappy with the design.


If this isn't even going to be made an option to choose at least make the line between comments way more visible.
It's been about a year since we tested the new workspace - so if this has been seen to you can disregard this last part.