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.
sorry to chime in on an old thread like this. the feature requested in this topic would also be an improvement to our workflow, as we are used to this type of order from our previous ticket systems and many other different software as for example outlook.
while i am having a hard time understanding why a change of view order “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”, i do understand that this is not an important topic to you if no one else has this kind of request.
to us, it feels natural having the most recent info on top. adding to this, if you open an existing ticket, the title, ticket #, user and customer names and profile pics are also on top, and only there. following that logic, wouldn’t it make more sense then to put this info also on the bottom of the ticket?
we would be very grateful if this could be reconsidered as a switchable option, so your customers/users can choose what works best for them. i would hope for it to be just a matter of reordering certain elements. in my understanding, if changing the view order would blow up the core of a software, then something in programming cannot be quite right.. not trying to grind anyone’s gears here, it’s just hard to believe.
thanks for reading!
It’s nice to see others with the same wish .
Even after 2 years getting used to the design “newest articles at the bottom”, our agents would still prefer having the newest article at the top.
I would also like to see this feature implemented. For me, it’s not such a big deal since opening a ticket brings you to the bottom of the page, but I would prefer to have the newest information at the top and not automatically scroll to the bottom.
Hello,
Our company would like to have that feature aswell.
The reason here is simple: Outlook
Our Agents switch between Zammad and Outlook back and forth and its always a bit difficult to have the newest information on top and then on the bottom etc.
It’s also a bit difficult when you answer on an article with an email.
Right now it opens the whole mail transfer at the end of the ticket and the area where you type your answer is moved out of the screen and not visible for the agents if the conversation is too long.
If the newest article is at the top and if everything will be created at the top, that also wouldnt be a problem anymore because you would always focus the top of the page.
I would really look forward to have this feature implemented in a software that is otherwise really really nice to use!
Thank you
edit:
Since we are at this topic already:
How about the possibility to turn aroud the last opened ticket bar on the left side, so the most recent opened ticket is at the top (:
