Chris Hynes

@Zac -- yep, that's exactly what it was. After some research I traced what was causing it -- Nvidia's software takes Ctrl + Alt + M by default: https://superuser.com/questions/1282799/what-is-preventing-ctrl-alt-m-from-reaching-intellij-on-windows-10

So that shortcut likely doesn't work for anybody with an Nvidia card. You don't think about it because those keys are typically only used inside full screen games, but apparently Nvidia's handler eats the keys all of the time even if a game isn't running -- with no indication that the key was pressed. 

As soon as I disabled that overlay on Nvidia's settings, Ctrl + Alt + M started working on Zendesk! 👍

No, ctrl + alt + m doesn't work for me. Strange, I wonder if there's something about our instance -- I recall it not working when I tried in the past either. File a ticket if you could -- be good to figure that out.

I am able to do the "/" shortcut in the composer to do an inline macro, so at least that's a workaround for now.

Looking in the keyboard shortcuts, it says ctrl + alt + m maps to "Open macro box". I would expect this to open the "apply macro" box at the bottom of the screen and allow me to start typing a macro name to find it. But nothing seems to happen.

Am I missing something here?

Point 1 and 4 are key for maximizing efficiency.

In the old version with reply box at the top and comments below, newest first, your eye can always go to the top and action what's there. In the new version with comments oldest first and the reply box at the bottom, your eyes have to go all over the screen to find where the latest comment is (a one comment ticket will have the comment at the top, one with many tickets have the comments at the bottom, others somewhere in the middle), then from there find where the reply box is to answer.

The new layout requires a lot more effort just finding the content to reply to, rather than being able to rely on it always being at the same spot on the screen. It also defeats the purpose of larger screens as on any short tickets the reply box is very far away from the comment you're reading.

Sure, your agents can get used to a less efficient flow, but that doesn't mean it's ideal.

Yep, super frustrating that this was a forced upgrade to an inferior system. I concur with all of your points with the first and third being the most egregious.

Having to scroll down through dozens of comments on Every. Single. Ticket., then scan down the page to find the bottom one takes so much time. Yeah, I know there's a "scroll to bottom" but that's another click. It was very easy to read from the top.

Zendesk has known this was a big issue for years: https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket -- answer "this option is not on the roadmap, but please follow along here for updates"

Removal of ability to switch between internal and public is also a big time sync.

How do we reference the contextual ticket ID in the URL? 

With Targets, we are able to reference a ticket like this:

https://ourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Which allows our automations to make updates to tickets. I don't see how to do this with the webhook model.