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

I want to throw my 2 cents in here too.  We've just migrated to the agent workspace because it's now becoming mandatory.  We only work with email and the newest-on-top view worked well for messages in a ticket.  The newest-on-bottom view is terrible.  I can see why people who work primarity through chat would like it, but it's no good for emails.

Emails often have a lot of junk at the bottom of them such as big signature blocks and copies of the email chain. The top of emails is usually the actual message the person sent.  Having messages sorted with the most recent at the bottom and the reply box also at the bottom makes it likely that the most recent context of the conversation is not visible, since you need to scroll down to the last email and then up a bit to get to the actual email body. This is fiddly and tedious.

Please let us change the sort order.  And no, the EAP is no good for as as we're not on an enterprise plan.

Matt,

we are in the same boat. Zendesk is clearly showing that they don't care.

just make it an option 

Sadly Zendesk don't seem to be interested in all the negative feedback they received on this topic.  The rest of us have given up now I think!  I certainly have anyway.

By small consolation, you do get used to the new layout.  Especially when you have no choice in the matter...

Yes unfortunately I concur with the last statement... but YES we finally did get used to the layout.. it just takes us more time to work a ticket compared to how we were originally

As an enterprise user, I was able to make the switch back to the top to bottom view and OH MY GOD it is so nice to have that back.  We save so much time from not having to scroll up to find the start of a long chain email.  Thank you Zendesk for making that change!

However, I feel bad for all the non-enterprise users who are not able to make this change.  I would guess that most non-chat/email only users will be non-enterprise accounts due to not having the staff to support a 24/7 chat option.  Zendesk needs to make this option available to any account level.

No way we'll upgrade to Enterprise just for that.  One more annoyance like this and we'll just go somewhere else. There are other products on the market.

This is insulting!

Reducing basic functionalities, removing existing features and setting them behind paywalls, forcing customers to switch to an expensive upgrade for CHANGING THE SORTING of comments BACK to how it was?

This is the way Zendesk tries to squeeze out its customers! Not with us.
We have been customers for 12 years now, but this will change.

Hi,

Any update on potential availability for non-enterprise customers?

Thanks,

Leyla

Seriously, what were you thinking??? This is a terrible design. PLEASE RESTORE THE PREVIOUS FORMAT WITH NEWEST COMMENTS AT THE TOP, OR ADD A CONTROL TO CHANGE IT.

They simply don't care.
Months on and it's still awful. There is so little room in the bloated ui to actually look at a tickets contents now as well. They should be embarrassed by what they have done.