Dan Poulsen

Boxes within boxes. We use Zendesk for email conversations with lots of text, and this seems like an unnecessary change that is changing the way we view information in our tickets. We don't wish to make our tickets look like chats, and this change doesn't “do” anything productive for us.

Sometimes ticket conversations become very long - and they become even longer in some cases where recipient's and CC's are included later on. Long strings of email conversations are sent in to the ticket, and the entire email chain is included in a single response.

I've seen hundreds of these, and quite often they have multiple replies like this. So scrolling down to the next one can be very difficult - sometimes I "miss" the start of the next message, the message I'm looking for.

A simple fix would just be to have an arrow to click, so that Zendesk automatically scrolls down to the next message in a ticket conversation. It could even be an up/down arrow for easy access, and it would certainly make my life a lot easier.