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

My company was forced to Agent Workspace on Monday and WHOA...

This sorting is a HUGE problem for us as well. We have cases that last months, have extremely lengthy comments, and all of our Agents have been having a really hard time with this, this week.

Not only this, but even our customers using our Portal complain of the same thing in the Support portal.

Why did Zendesk not take this into consideration initially? This is a very big issue for people who use Zendesk day in and day out and I know there are several threads about this ordering old to new. When I open a ticket, I want to see the latest update from my customers, not the first one they put in when they opened the ticket, that is old news.

Is there any update when ordering will be fixed in Agent Workspace? Otherwise, I will be discussing moving to a new platform with my company as well.

We were also forcibly switched to Agent Workspace and were able to get our instance reverted to the legacy interface by opening a support ticket and repeatedly voicing how unusable Agent Workspace is for us. The whole back and forth process took a few days. Hopefully this helps someone else.

Do you have any update ? With the new agent workspace, the order has been changed. My team is lost since..

Here is some feedback from Zendesk:
https://support.zendesk.com/hc/en-us/community/posts/5530185436698/comments/5532013032474

Linked comment from Amisha Sharma - this is such a BS answer.

They forced something, and if they will make a change in a year nobody will care anymore. Some will get used to that, some will move somewhere else. Also they are saying you can opt out - but somehow for us (end last year) it was not possible.

+1 for this ability

We have moved to the New Agent Workspace and, while we do like some of the features, the order of messages is a real problem. It has slowed our workflow and we really do not like it. It is incredibly disappointing that this request to have that control for ascending or descending order has been out here for at least 3 years and on your new and improved workspace you still do not have that option open to customers. Different customers have different needs and there is a certain level of arrogance to assume that all businesses will use the workspace in the same way. This feels like a fairly basic feature that you could offer to your customer experience. 

#TRUTH    this has been pending way too long!

This is a big source of complains.  Is there a roadmap for that ? 

Is workspace mandatory (will it become mandatory ?) 

This is causing confusion and frustration for our CS agents - it's hard to find the true NEWEST comment since it's not fully at the bottom, but rather at the top of the bottom-most comment. Please allow for an adjustment back to newest at the top.

Thanks!

This annoys me every single time I have to work a ticket.  It's maddening...I can't believe Zendesk is being so difficult to add this feature.  We are able to set up the view we want in our email clients, for example, for this exact reason!  The thing we care about most is AT THE TOP which is why we want it put there!

I guess they are not going to do anything about it till their customers start leaving their platform

maybe they don't see our comments because they need to scroll to the bottom :P 

I just forwarded an email thread from outlook to the support email. The first 10 responses in this chain were in outlook. It is beyond ridiculous that to follow this ticket thread, you have to start at the bottom, read upwards 10 responses, then return to the bottom of the ticket to read my additions to the ticket. Zendesk, fix this already. This is appalling. 

We are also not go ahead with implementing the new workspace due to that feature and try to stall that as long as possible. 

We would really appreciate to keep the system of tickets as it is already or an individual setting possible is. For example to install settings for mails, chats and calls because the main idea is comprehensible and suitable for chats but not for mails. 

We have trust in Zendesk that they will try their best to solve that soon. 

Hi,

My team recently had the Agent Workspace forcibly applied and immediately complaints started about the comment ordering. We offer email / web form support, with potential of chat coming next year - the ordering of comments like a messaging service, does not work in my opinion on the bulk of our tickets.

Ideally, I think Agents should have the option to reverse the Comment Order and save it as Default on their requests.

I am dissapointed in the responses from Zendesk so far on this request, as it seems to be fairly prevelent amongst the community.

Hey guys, is there any news on this? This little tweak will increase the supporters satisfaction quite a lot as the conversation sorting changed from new-to-old to old-to-new with new agentview.

Yesterday, we have been "updated" to the Agent workspace. We can' believe that its not possible to 
change the sorting of comments. My team is complaining, because its uncomfortable and makes our work become slower.

Zendesk is showing so much that they don't care. It's almost 3 years now.

They don't care the feature works for text conversations not for email. They just assume that any company using email would be too large or too disorganized to leave the platform quickly.

Was just informed about this, but the “fix” is actually coming in an EAP. However… it is only available through enterprise ironically👏 …

@nicolas31 where did you find this information? We would really appreciate being able to know more, even if it is an EAP in Enterprise. Thanks!

Hello everyone,

Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.

We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:

• Option to put the composer at the top or the bottom in the ticket UI
• Option to see the newest messages at the top or the bottom in Conversation log
• Option to always have the composer collapsed when you open a ticket to have more reading space

We're targeting September for this release. 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).

Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need. 

These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.

Look forward to bringing this to you in the coming few months. Thanks!

Hello everyone,

Thanks for your patience on the feature request to flip the position of the composer and reverse the order of messages in the ticket UI.

We’re coming to you with some exciting news! We're bringing three new configuration options within layout builder to increase agent efficiency:

• Option to put the composer at the top or the bottom in the ticket UI
• Option to see the newest messages at the top or the bottom in Conversation log
• Option to always have the composer collapsed when you open a ticket to have more reading space

We're targeting September for this release. 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).

Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need. 

These settings within layout builder will give you the flexibility to dynamically format how the conversation is styled based on any ticket property via Contextual Workspaces. For example, through Contextual Workspaces, an admin can set the composer and thread at the bottom for messaging tickets, and at the top for email tickets or any other combination you see fit.

Look forward to bringing this to you in the coming few months. Thanks!

Hi @amisha11,

Great to hear that work is being done on this topic and from the sounds of things this will go along to resolving the key issue my team has reported when looking into rolling out the Agent Workspace.

• Option to see the newest messages at the top or the bottom in Conversation log

Just to clarify on this point - does this mean that the comment log will effectively be reversed and as it is in the legacy Agent interface?