Customizing Comment Order in Zendesk Workspace
Can agents customize the order of ticket comments in the Zendesk Agent Workspace?
In the Zendesk Agent Workspace, ticket comments are arranged from oldest to newest, with the newest comments appearing at the bottom. This order is designed to provide a natural conversation flow, especially for messaging and chat interactions.
For customers with plans that support custom layouts, there is an option to change the order of comments. However, this feature is not configurable for all users, and the default setting is to have the latest response at the bottom of the ticket.
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