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

@timothy14 

I'm supportive that we should give agents the most convenient way to work with tickets.

1. For emails, the top-down is the traditional and most suitable way to work, at least for me.
2. Chats - the other way around. The latest message is at the bottom. 

I think UI should be optimized both for real-time and email channels, and you can't have a solution that works both ways perfectly. It should be adaptive. 

By not allowing us to choose the sort order, Zendesk is making it clear that they prioritize/prefer customers whose primary channel to support their customers is chat/real-time, not email.

Unfortunately for us, email is the right choice for our company's support.

It's a pretty strange thing that this isn't configurable. Why not let us change it? 

It's very disappointing that the comment order was changed in Agent Workspace without providing an option to choose comment order ascending or descending. Please consider offering this in the future.

Any updates on this or an ETA when we can sort messages on newest first?

There was an option to change the order of comments before. I wonder why Zendesk decided to remove it in the last update. Our support team need tis option back.

Please provide us an update when we will be able to choose the order of comments.. you are stopping us from moving to the new platform and the new custom ticket status feature we have been wanting to use for the last year. 

+1 we also need to change order of the comments under the issue description. Please, take it in process.

Event this is so frustrating to roll down to found out the latest comment. Zendesk, please let us choose whether new comments are on the bottom or first.

Please make this work! This was the first question I got after we started using ZenDesk.

+1 To make this work, as its madness

My team is conplaining so much we are considering doing away with Zendesk.  We loved it up to this point.  One of my team (when we first started using Zendesk) said "you will have to take this from my cold dead hands" now he is begging me to find a solution or throw it away.  

I see by lack of priority that this is being viewed with, that I will have to throw Zendesk away. 

Sorting the comment thread would be great. Even better: the ability to sort and save as the default sort. This is one of the primary reasons we have not moved to Agent Workspace. Our team almost exclusively uses Support via email and web form, which is more passive. The oldest -> newest sort is better suited for real-time communication, like Chat, which we do not plan on implementing. As such, the flow of the thread is not particularly conducive to what our agents are doing. 

Agreed our company is thinking of other platforms since there is no talk of adding a simple filter on comment sort direction

@sam15, we are in the same situation, but Zendesk has already sent a notification that our support experience will be "upgraded" early March. So, they are forcing us to switch to this "experience"...

@ed87 ask your account rep to put a freeze on this. I don't know how long that will hold, but we've had them do this until this feature is implemented as the damage to our workflow from scroll-fatigue would be very high. 

Will state again that we're ready to switch to the new interface and utilize new features, but are primarily blocked on this single item.

Will this ever be a possibility? 

+1 email is our primary channel and the sort order with Agent Workspace makes viewing long threads more difficult than before we made the switch

We do not have Agent Workspace because of this. Please make a setting in Agent Workspace to change the order of comments like it is when Agent Workspace is not enabled.

This would be a very helpful feature, and not a particularly hard one to implement. 

I vote for being able to rearrangeging tickets again. 

The worst part is the newest email isn't even really at the bottom when you get a reply from your contact. Because they reply with the past email thread attached the newest section to read is actually in the center of the full history making responding to discussions beyond frustrating. I've had to take many discussions out of Zen desk to outlook due to this. Which would not be needed if they were properly sorted from Newest to oldest.

Another voice chiming in - this simple change has made working within Zendesk (where nearly 70% of our tickets are via the email channel, most of them with 3 replies or more) incredibly aggravating. Please switch it back, or give us the ability to make the order decisions ourselves. 

Another +1 on this feature. Our support team is going to be pushing back hard with our account rep on switching over to the new Agent Workspace until we get the ability to configure the comments sort order to meet our needs. We haven't been forced to switch yet, but it sounds like we may be up next.

We've been using Agent Workspace since last August and the ordering issue is still very irritating.  As most other commenters have mentioned, we're solely email based so when we have multiple entries in the tickets of emails that themselves have multiple responses, it's very difficult to see what is the most recent response in the latest email chain.  Being able to sort newest to oldest would be my preference but at the very least, maybe toggle the background color from one public update to the next so it's is easier to determine where one begins and the other ends.

+1 for this, everyone has already given the reasons. Our org was forcibly switched to the Agent Workspace and so far this is the biggest and major drawback.