Browser + version: MS Edge 125.0.2535.67 (Offizielles Build) (64-Bit)
Expected behavior:
Agent wants to view ticket threads in reversed chronological order. Agent wants ‘view’ setting to show latest ticket entry on top instead of on the bottom.
Actual behavior:
Currently, Agent cannot change the view order of the threads within a ticket. Latest entry is always at the bottom.
Hi Tam,
I can’t really understand in which case you would need somehting like that. Do you have a Use Case that explains which Problem this would be solving?
thank you for your immediate response.
It is more a Usability request from our Zammad-Agents. For their convenience, they prefer to have to most recent information on top.
We are new to Zammad and are just getting used to it.
It was recommended to me by Zammad support, to file a feature request.
Hi Tam!
Thanks for the insight.
I am unsure how that can be more convenient?
When it is on the bottom, that is what you see first in the ticket, if it is on the top, you would have to scroll all the way up in the ticket to see the latest response of the customer (or newest internal note). Especially when there is a big amount of articles in a ticket this will mean a lot of time spend scrolling up to the top.
Maybe you can explain a little better how your agents work, why the top is more convenient for them?
I agree, when the ticket opens, the view automatically jumps down to the latest article/post. That is convenient and good. It would not make sense, to jump to the bottom of the ticket, if the newest articles would be on top. Everything must be reversed then (Ticket opens and stays at the top of the ticket).
It’s probably more of a philosophical standpoint on where the newest article should appear: Is it a chronological list of articles that extends at the bottom or at the top.
Our agents have the opinion, that it should extend to the top because the latest article is the most important, and generally most important information should be on top. Consequently, the ‘reply field’, etc. must be above the newest article, too, so that the reversed view makes sense.
Maybe compare it to the sorting order of e-mails in Microsoft 365 or Gmail. The newest E-mails are sorted to the top and not to the bottom. When you look for newer E-mails in most mailing programs, they are at the top, and not at the bottom.
If Zammad wants to make it comfortable for those agents, there could be a user-individual setting to reverse the ticket view (from top-to-bottom is newest-to-oldest). And it would need to put the reply field under the Ticket-Title, too.
Maybe, it’s easy to implement just a checkbox which then modifies the Front-End-View. But maybe it’s shaking Zammads Core-Coding and has a lot of other functions depending on the current order in viewing the articles of a ticket. That, I do not know…
Our agents are working with Zammad as it is now and eventually, they will get used to it.
Hello Tam!
Thank you very much for the explanation.
I can understand your point, but this would mean to change the complete design and look, and it would impact way to many other places and completely blow up the core of the software
And as mentioned we have never gotten a request like this before.
Due to all the reasons above, this will not be considered for implementation.
yes, I understand! I would not expect this implementation either, if it’s not just a configuration of the Front-End-View, without affecting other processes.
