Change the order of the comments as an agent when viewing a ticket

Greg, what are you meaning you are forced by Zendesk to switch to Agent Workspace 😲
Is this happening to all of us  .... no, no, no. !!!!
As the sorting is wrong on Agent Workspace (and in Help Center for customers ticket view) we cannot be forced to accept this.

@sari

got an e-mail from Zendesk saying "your Zendesk account will be automatically upgraded to Agent Workspace, our primary support user interface, starting mid-August 2022" - so my understanding is that we'll not be able to turn it off at that point

Greg, thanks for the answer. I'll fear the day we will receive the message !!

I cannot believe that the feedback being provided re sorting will not result in a prioritisation of the item to be added as an urgent item to the roadmap. It's not that hard to add the sort surely?

Sorry but this is showing a clear lack of listening to the customers needs and only focusing on what Zendesk think we want not what we think we want.

My agents are all complaining and it hasn't even been turned on 3 hours yet.  Some are investigating other ticketing systems simply because of this change.

How can you be that ignorant to your userbase. We have a whole department hating this. Preventing them in doing their jobs

I've sent a complaint about it, and have not received any helpful answer - just few form texts saying how great new system is.

And contacting Zendesk support is a mess - it feels like they are making it more complicated to stop people to contacting them. I hate "You can reach us in your messaging widget if you still need help"

Looks like it's time to look around at another products

+1 for this feature

I have to agree with the consensus here. We have not switched to Agent workspace at this point, and this would be a big roadblock for us. 

I don't even need to have the ability to sort.... just change back to have the latest comment at the top. It is more important to have better workflow for my team than for me to review older tickets on occasion.  

@Bruce you say you have not switched to Agent workspace, how did you accomplish that?  ZD has force-switched us twice now, and I didn't know there was a way to stay in the old workspace?

I should say we have not been switched yet, it isn't really up to me. My understanding is that it is a bit of a rolling deployment, it just hasn't reached me yet.

Please allow the reverse order of comments. My entire team would LOVE to adopt workspaces but we are dead set against moving unless we can put new comments at the top and old comments at the bottom. Why force us to scroll down every ticket? 

Please read the below like the Spartan: (and shout it out loud)
This is Zendesk!

My agents and end users are also complaining, as the order is now totally upside down respect to emails.

When we receive an email, the last comment comes on top, and the last/original comment is at the bottom.

When submitting an existing thread to Zendesk, then the comments coming from the email threads and from Zendesk are totally messed. Everything is upside down.

This makes reviewing the last comments totally impractical, when tickets channel is the main ticket channel.

Im on Zendesk for Trial, this is really annoying that the old comments is first. One of our Agents just sent out a new parcel after they answered they received it since they did not notice the last comment. I dont understand why this not should be standard to re-sort the comments?

I know speak for the staff of my entire department and I'd like to join the requests that correspondences be viewable and sorted with the oldest comments first.

It is remarkably inconvenient to have to scroll up to read everything for full context. Please consider making the implementation of this feature a top priority! 

I justed switched to Workspace, and first was happy to see that nothing changed.

Then i saw the reverse order when opening a ticket. :-( 

This is disastrous for the performance of agents on tickets.  Newest entry on top , and the empty textbox for new entry above is the MOST efficient way of reading, its basic UI design.

now there is a lot of useless information your eyes and brain have to process before getting to the important part of latest entry and entering new info. 

- must be a system wide setting, to reverse this.

This is sad that with all the complaints about the comments order and you will do nothing about it

None of our agents like the new workspace and everyone was unhappy of the automatic switch. Specially, the main complain was about the order of the comments/notes. We all want the older descending order back (newest to oldest).  

Is there a way to revert back to the old view?  Please advise.

Come on... We need to vote by our legs!
Nothing changed since 2020...

Hello everyone, 

We have updated the official comment for this request, and want to thank everyone for the great feedback! Check out the comment that is pinned to the top of the discussion. 

“Being considered for the future roadmap” is a disappointing update to this important item. We’ve already spoken to our rep and will be delaying the deployment of the new interface as long as we can while we wait for this feature. We really want to use the new interface and all that goes with it, but this change would have too much impact to justify it.

Please listen to the community and figure this out.

We've just been forced into this new agent workspace and we hate it. Whoever thought it was a good idea to have new messages at the bottom needs to take a long hard look at their life. There is a very good reason new emails are sorted in top down order in your mail client which is that it doesn't make any sense to read from the bottom up. Zendesk is basically an email viewer. Why would you do this?

If someone sends us a long email mid way in a support thread, we have to start searching for the top of their email then read back down. This makes literally no sense whatsoever. Why would you do this?

Honestly looking at reviewing our support provider if this ridiculous change isn't reversed soon 🤬

But isn't it a global trend? Here is default Gmail view

@anton11 just because it's a trend doesn't mean it's useful. Most of us who don't like this feature are coming from the previous ZD interface, where the newest reply was on top of the thread, saving on unnecessary scrolling. For long threads, scrolling all the way down can be a real PITA.