[COMPLETED] Allow control of the order of comments for end users

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134 Comentários

  • Sarah Collins

    Please sort this asap, really can't believe something that would be so easy to fix, has taken seven years and still not at the top of your list, lets hope the product team has 'bandwidth' to address this very soon!

    0
  • Heather Rommel
    Community Moderator

    Fantastic news, Ryan, thank you!! Appreciated.

    0
  • Gos Broda

    It appears we have a miracle!!! 

    0
  • Sarah Collins

    Am I being simple, but I can't see 'Guide admin > Settings' within my Zendesk account.

    0
  • Sarah Collins

    Thanks, Kevin

    Have just forwarded your instructions onto my provider, as I am an end user and only have very limited options and gather it's something they need to change at their end.

     

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  • Sarah Collins

    It's worked for me too (please note - our provider needed to have administrator permissions to make the changes).

    Unfortunately the end user still needs to scroll to the bottom of the screen to find the 'reply box'!

     

     

    0
  • Jonathan Winters

    I can confirm that this does reverse the order of the comments, but it hasn't solved the problem that we're describing here. *Yes* the order now shows the newest comment at the top, but as Sarah said they still have to scroll all the way to the bottom to reply. 

    The point is to keep the most relevant parts of the ticket (the newest comment and the reply box) at the top so that extremely long tickets are easier to manage. This solution still presents a major hassle for the customer.

    This behavior (reply box at top; most recent comment at top) is available in the Agent platform (and I think may even be the default) so ZenDesk clearly sees it as a more practical way to interact with support requests.

    Am I missing something here?

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  • Sarah Collins

    Thanks for the comment, Jonathan - summarised brilliantly, not missing anything, it’s Zendesk who are missing what end users clearly need.

    Hopefully Zendesk will see our comments and make this small change to put the comment/reply box at the top of a ticket!

    Fingers crosssed!

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  • Jonathon Harrelson

    @ryan the problem we're having now is if you have more than one page of comments when you submit a comment it goes to the last page where the oldest comments are. Is there a way to prevent this behavior?

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  • Nicole S.
    Zendesk Community Team

    Hey Jonathon -

    I suspect that will require some custom code; you could cross-post your question in the Guide Theme Customizations topic in the Community to see if some other users can help you out.

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  • Michael Adams

    @Ryan

    I followed your advise here:

    https://support.zendesk.com/hc/en-us/community/posts/203427576/comments/360001696727

    Any reason why the user couldn't leave a comment here. When I click "Add to conversation" nothing happens.

    0
  • Nicole S.
    Zendesk Community Team

    Hey Dennis,

    It's a matter of prioritization. With hundreds of requests coming in every week, we have to make tough decisions about what does or doesn't get put on the roadmap every quarter. There are often things that we know many users would love to have, and we would love to build, but they get de-prioritized for other things that impact more users, are more pertinent to workflows (necessary vs. nice to have), etc. 

    That being said, I know that the product team is looking into this particular issue, and I hope to have an update for you on that soon. 

    -1
  • Shawn Oudavanh

    This will be covered in a larger scope thread. I would follow  https://support.zendesk.com/hc/communities/public/posts/203421226-Views-and-enhancements-for-End-Users 

    This looks to be a target in this or the next quarter. See Andrew Dahl's comment from 6 months ago

    -2
  • Christian Colding

    Hi Simon,

    I'll reply for Andrew. Unfortunately we don't have an ETA right now. We are trying to find out exactly where to fit it into our plans.

     

    -3

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