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Agent Workspace - Open at top of latest comment

Related products:Ticketing system (Support)
  • November 30, 2020
  • 8 replies
  • 0 views
Ola11

In the new Agent Workspace it's nice being able to read the flow of comments in order. However, when opening the ticket you see the end of the latest comment instead of the start of the latest comment.

Lots of our customers have long email signatures, and so agents with smaller screens only see the signature. They then have to scroll up to start reading the message.

It would be more helpful if the anchor point when opening the ticket was at the top of the latest comment, so that agents could start reading straight away.

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    8 replies

    Thomas28
    • Thomas28
    • February 23, 2021

    Yes, we see the same. For long email communications, the anchor point should be at the top of the latest comment. Thanks 

      Rudolph11
      • Rudolph11
      • February 23, 2021

      This option should at least be toggleable as well as account settings that let's you choose the default. It's hard to imagine our team adopting Agent Workspaces without the ability to make it so the newest comments appear at the top of the ticket.

        Amisha11
        • Amisha11
        • August 25, 2021

        Hi Everyone,

        Thank you all so much for taking the time to share the feedback with us in regards to the way we display the latest message in the conversation log. We are actively listening and have our eyes on this post. Our team would like to investigate this feature request further to find the best way to address your needs. On September 14th, at 11:00 am CST, the Agent Workspace team will be hosting a closed feedback discussion that will focus on Conversation Log navigation improvements, including, searching, sorting, and how the latest message is displayed. Join us as we have members from the Agent Workspace team on hand to hear more about your pain points and use cases! RSVPs will be limited so be sure to sign up as soon as possible!

        If you're interested, you can RSVP here: https://events.zendesk.com/e/mn6yap/

        We would love to chat with you and find the best solution. Thanks!

        Nick52
        • Nick52
        • December 6, 2021

        Is there any update on this?

        Joost11
        • Joost11
        • March 23, 2022

        @lauren21

        How can I set this up for my environment? My tickets still open at the bottom of the latest comment...

        P
        • Pat11
        • March 29, 2022

        Hi @lauren21 I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

        F
        • Fritz
        • May 17, 2022
        Hi,
         
        The resolution for this has been rolled out. I just want to check if you are still having the same experience.
        Amisha11
        • Amisha11
        • July 20, 2022

        Hello All,

        Great news! We heard you and we have released an enhancement today. You can find more details in the article. Please feel free to provide feedback as well: https://support.zendesk.com/hc/en-us/community/posts/4784771853338-Need-feedback-on-the-release-of-Open-at-the-top-of-the-latest-message-in-Agent-Workspace 

        Thanks!

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