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

We were forced on to the new Agent Workspace UI this week - PLEASE PLEASE PLEASE can you prioritise the reply sorting issue, as it's slowing down all users (50-60 of us in Support alone).

Hello Stephen - Yes, you're correct. If you configure to put composer on top (instead of the bottom) and configure to reverse the order of messages in Conversation log, it will effectively seem like legacy Agent workspace. Hope this helps clarify a bit better :)

Hello Vicki Irvine - This release will include being able to sort the order of messages. Thanks!

@amisha11 thanks for the reply - but do we still have to wait until September for this?  Also, any idea if it will be early or late September?

the newest UI changes have done nothing but make us slower. Good work!

@amisha11 so we've hit September - any update on those changes yet please?

Amisha, 

When in September can we expect the new customisation to be available?

• Option to always have the composer collapsed when you open a ticket to have more reading space

The loss of reading space is killing our workflow.

@amisha11 @brett13 please can we have an update?

Hello all,

Thanks for all your comments.

Sean Tassi - Yes, this configuration will be a part of the release.

I wanted to get an exact rollout data before posting here. Excited to share that we will be releasing these features within Layout Builder on October 9th, Monday. I know we promised September earlier, but since there could be a few combinations in which a layout can be configured, we want to thoroughly test before launch and that's why are moving the launch date by a couple of weeks.

I'll post here again on the day of the launch. Thanks!

Note: 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).

@amisha11 thanks for the update.

Can I ask if other issues are being addressed as well?  These were previously raised in another Ticket that had feedback from lots of others too, but it got closed off.

1) Ticket Subject and SLA unnecessarily small

2) Initial Ticket info is not 'pinned' at the top of the Ticket now

@amisha11 @brett13 @shawna11 please can someone answer the question in my previous post above?

Amisha Sharma Brett Bowser Shawna James is anyone reading this thread?

don't be silly it means they have to admit they mucked up :)

Hi Vicki, thank you for flagging this and yes, I want to assure you we have your follow up questions noted. I apologize we have not been able to get a response to your questions yet but are working to do so as soon as we are able. We understand the frustrations that may be felt from the delay and thank you for your patience.

Thanks @shawna11 - appreciate the response

@amisha11 any news for us yet please?

Hey everyone, 

I just wanted to share that we have now launched an EAP that will allow you to customize the conversation flow and composer location in tickets. Thanks so much for sharing your feedback and check out the following community announcement for more information: EAP Announcement: Configuring the conversation flow and composer location in tickets

Have a great rest of your day!

So they launched a fix for this but only if you are have a Suite / Support Enterprise or Enterprise Plus account. Is there any intention to specifically allow the conversation order to be fixed on other account types at a later time, or should we start looking for a new ticketing system? Because I do not see the point of paying more to fix a problem created and forced upon us after we adopted the system.

@lisa45  BAM hit it right on the Head!!!!   we are facing the exact same issues. 

Good business model.

Make something so crap that people are forced to spend stupid money on the tier they don't want to get the basic functionality of reading a ticket back.

Zendesk are you mental? 

Zoho and freshdesk have both offered us good pricing on moving from Zendesk and you can migrate your data fairly easily. 

So we have NOT been given the option to switch between layouts - we now have to design the alternative layouts ourselves?  And that's only if we have the correct Zendesk account to do so?!

Feels like we've been given very misleading information/promises...

they flat out lied :) 

@brett13  if we sign up for the EAP and configure our user accounts so that the newest comments are on TOP, will we have to reset that layout when this gets included in a general release? Or whatever change we make to our accounts/users in the EAP will hold through?

Hi @abbey neumann! No, once the layout has been configured so the newest comments are at the top, those changes will carry over from EAP through general release. No further changes would be needed from your side.

Hey everyone, I just wanted to share that Amisha provided an update in the following thread around this feature release. Check it out here: Configuring the conversation flow and composer location in tickets (EAP)