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Change the order of the comments as an agent when viewing a ticket
已于 2020年8月04日 发布
See
https://support.zendesk.com/hc/en-us/community/posts/360047182454-Sorting-of-comments-INSIDE-a-ticket
I could not find an existing post in the "Feedback on Support" topic about this so I'm creating one, as I would like this, too. I'm not a supervisor, but I often have a need to review a bunch of older tickets. In this cases, I would much prefer to be reading from the oldest to the newest. When I'm actively working a current open issue, I prefer to read the most recent first - so the way it works today works fine for that use case. But every time I need to review a customer's past tickets, or past tickets that touch on similar topics, it's very inconvenient to have to begin each one by scrolling to the bottom then scrolling up.
If I could easily switch the sort order, this would enable me to quickly and much more easily switch back and forth between the mode of "working on an active ticket" and "looking at older tickets".
It would be far better for me if the solution to this enabled me to switch the display order with a simple click at the top of a ticket, rather than a per-use setting that I'd have to go to my user preferences to change. The menu where one is able to switch between Conversation and Events would be a great place for this. e.g. change it from:
Conversations
Events
to something like:
Conversations (ascending)
Conversations (descending)
Events
-seneca
90
136 条评论
Vicki Irvine
Amisha Sharma any news for us yet please?
0
Vicki Irvine
Thanks Shawna James - appreciate the response
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Shawna James
Hi Vicki, thank you for flagging this and yes, I want to assure you we have your follow up questions noted. I apologize we have not been able to get a response to your questions yet but are working to do so as soon as we are able. We understand the frustrations that may be felt from the delay and thank you for your patience.
0
Ross Malyon
don't be silly it means they have to admit they mucked up :)
0
Vicki Irvine
Amisha Sharma Brett Bowser Shawna James is anyone reading this thread?
0
Vicki Irvine
Amisha Sharma Brett Bowser Shawna James please can someone answer the question in my previous post above?
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Vicki Irvine
Amisha Sharma thanks for the update.
Can I ask if other issues are being addressed as well? These were previously raised in another Ticket that had feedback from lots of others too, but it got closed off.
1) Ticket Subject and SLA unnecessarily small
2) Initial Ticket info is not 'pinned' at the top of the Ticket now
0
Amisha Sharma
Hello all,
Thanks for all your comments.
Sean Tassi - Yes, this configuration will be a part of the release.
I wanted to get an exact rollout data before posting here. Excited to share that we will be releasing these features within Layout Builder on October 9th, Monday. I know we promised September earlier, but since there could be a few combinations in which a layout can be configured, we want to thoroughly test before launch and that's why are moving the launch date by a couple of weeks.
I'll post here again on the day of the launch. Thanks!
Note: 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).
-1
Shawna James
0
Vicki Irvine
Amisha Sharma Brett Bowser please can we have an update?
0
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