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Order of messages within a ticket

Related products:Freshdesk
  • January 30, 2013
  • 63 replies
  • 51 views
C
Contributor

The order of messages is very confusing within a ticket.  You always display the initial email first, then you have all the replies from most recent to oldest.  So currently you have this:


FIRST

FOURTH

THIRD

SECOND


It would be much better to have this:


FOURTH

THIRD

SECOND

FIRST


The issue is compounded when the initial ticket is created from an email that has several replies in it (marked with *), as this is listed most recent to the top.  In this scenario you currently have:


third*

second*

first*

SIXTH

FIFTH

FOURTH


Again this would be resolved if the initial ticket was at the bottom and newer replies were at the top, i.e.


SIXTH

FIFTH

FOURTH

third*

second*

first*


63 replies

D
Community Debut
  • dave_10625
  • Community Debut
  • April 25, 2013

Very good idea! Our customers complain about scrolling, till they drop :-)


Greeting, Dave

C
Contributor
  • campbellwild
  • Author
  • Contributor
  • April 25, 2013

Recent update of Freshdesk now gives


FIRST

SECOND

THIRD

FOURTH


But still would be better if the most recent post was at the top, to get rid of the scrolling.

M
Community Debut

I prefer the new ticket style but would still prefer an option to show Newest (or latest) at the top and  in reverse chronological order.

M
Community Debut
  • mikef
  • Community Debut
  • August 17, 2013

Agreed, the messages should be in reverse chronological order (newest to oldest).  For a good example of why to do this take a look at FreshDesk's own topic in these forums...

 

"What's New in FreshDesk"

 

https://support.freshdesk.com/support/discussions/topics/296

 

Things from two years ago are listed first, and it looks like "what's new" is two years old!  I'm evaluating FreshDesk, and I must say, I skipped this topic because it appeared to be two years old.  Also, clicking through multiple pages to get to the most recent postings is very annoying, and works oppositely of nearly every forum I've seen.

 

Shouldn't this be a simple change?  Or maybe just give a preference option to the user to show "most recent-to-oldest" vs. "oldest-to-most recent"?

 

Thanks,

 

Mike


 

F
Community Debut

I would like to have this too.

S
Community Debut
  • sales_10674
  • Community Debut
  • September 5, 2013

Would like to have this option available ASAP

J
Community Debut
  • jeff_11133
  • Community Debut
  • October 2, 2013
I'll add my vote. It should go

Fourth
Third
Second
First

This reduces scrolling!

 

J
Contributor
  • jnguyen
  • Contributor
  • October 4, 2013
+1 for this, but have a static reply box at the top which does not move as you're scrolling down the tickets replies.
I'd like to write my reply at the same time scroll up and down to read and answer questions which are in different replies below.
------------------------------------------------
Reply box
------------------------------------------------

 Fourth
Third
Second
First

R
Community Debut
  • ray
  • Community Debut
  • November 27, 2013

I completely agree. I'm on day two of evaluation and considering going back to Mavenlink (yikes!) because this is too confusing for the end-users. Please fix this soon! ...or at least give us the option to decide for ourselves how we want messages displayed.

Thanks!

G
Community Debut

Hi guys,


Based on all your feedback, we developed a FreshPlug to change the order of tickets (the recent most ticket comes on the top). We have many cool FreshPlugs like this one. Please have a look at them in FreshPlugs Gallery in Forums. 

C
Contributor
  • campbellwild
  • Author
  • Contributor
  • November 29, 2013

Based upon your screenshots, you seem to have reproduced the initial order of the tickets before they were changed to top down, which in my opinion was even more confusing than it is now.  


All we want is oldest tickets at the bottom (including the original ticket, which in our case is often an email that contains replies with most recent at the top).

J
Contributor
  • joel.anderson
  • Contributor
  • February 1, 2015

I would very much like this change as well.


I looked at the FreshPlug and it doesn't really offer the clean listing of:

I'll add my vote. It should go

Fourth
Third
Second
First

M
Community Debut
  • mmcgrath
  • Community Debut
  • April 17, 2015

Strongly agree -- this feature should be extremely easy to implement and was the *first* thing our customers suggested as a major weakness when we tried out freshdesk. 


I think all plans should have an administrative setting to select from one of these options:

A: show the comments with the most recent at the top- in other words, a simple "ORDER BY date DESC" --- i.e. 4,3,2,1

B: show the comments with the original ticket at the top, followed by the comments with the most recent at the top -- i.e. 1,4,3,2

C: show the comments in chronological order -- i.e. 1,2,3,4


Please advise on a timescale for implementing this much needed feature :-)


Thanks

R
Contributor
  • rebecca
  • Contributor
  • August 5, 2015

I strongly agree with having the following, ideal order within a ticket:


------------------------------------------------
Reply box
------------------------------------------------

Fourth (Most recent message)
Third
Second
First (Original, oldest message)


I installed the FreshPlug and was surprised to see it's even more confusing and less intuitive than the original settings, due to the fact that it keeps the original message up top, followed by the most recent down to the second oldest, with the reply field at the very bottom.


Is there a timescale for fixing this FreshPlug and implementing this feature? I'd really appreciate a response! Thanks!

D
Community Debut
  • d.shilin
  • Community Debut
  • September 3, 2015

Is this feature really in progress or just "we developed a FreshPlug" and nothing for customer's ticket view?

R
Contributor
  • rusty.wilson
  • Contributor
  • September 21, 2015

Our single biggest customer complaint is, "why aren't the most RECENT posts at the top?" 


Yes - there is a freshplug - but it's ridiculous you have to use an "add-on" for what should be a standard feature.


Please make it standard that newest posts are at the top (you can always keep the abnormal behavior which almost no one prefers as an option).


EVERY* other ticketing system works this way as it is the industry standard


*ok, every one I've worked with. :)  (and I've worked with many)

A
Community Debut
  • adam.feldman01
  • Community Debut
  • December 2, 2015

I agree and look forward to a fix to this :)

H
Contributor
  • hrich
  • Contributor
  • February 5, 2016

We are on board with this as well - it is very confusing to know where to start reading 

S
Community Debut
  • sales_10674
  • Community Debut
  • February 5, 2016
Please find copy of CHAT I had with Niklesh


third*

second*

first*

SIXTH

FIFTH

FOURTH


Again this would be resolved if the initial ticket was at the bottom and newer replies were at the top, i.e.


SIXTH

FIFTH

FOURTH

third*

second*

first*


28 people like this idea

Dave Everaers - Marti Orbak Software

said almost 3 years ago

Very good idea! Our customers complain about scrolling, till they drop :-)


Greeting, Dave

Campbell Wild

said almost 3 years ago

Recent update of Freshdesk now gives


FIRST

SECOND

THIRD

FOURTH


But still would be better if the most recent post was at the top, to get rid of the scrolling.

Michael Markham

said over 2 years ago

I prefer the new ticket style but would still prefer an option to show Newest (or latest) at the top and in reverse chronological order.

1 person likes this

Mike Fitzgerald

said over 2 years ago

Agreed, the messages should be in reverse chronological order (newest to oldest). For a good example of why to do this take a look at FreshDesk's own topic in these forums...

"What's New in FreshDesk"

https://support.freshdesk.com/support/discussions/topics/296

Things from two years ago are listed first, and it looks like "what's new" is two years old! I'm evaluating FreshDesk, and I must say, I skipped this topic because it appeared to be two years old. Also, clicking through multiple pages to get to the most recent postings is very annoying, and works oppositely of nearly every forum I've seen.

Shouldn't this be a simple change? Or maybe just give a preference option to the user to show "most recent-to-oldest" vs. "oldest-to-most recent"?

Thanks,

Mike

Mathias Wilén

said over 2 years ago

This was something that just went through my mind now when I'm setting up our announcement page in our forums.


Hope this is possible in someway soon, or already.

Fredrik Espinoza

said over 2 years ago

I would like to have this too.

Ram Kumar

said over 2 years ago

Would like to have this option available ASAP

Jeff

said over 2 years ago

I'll add my vote. It should go

Fourth
Third
Second
First

This reduces scrolling!

Jordan Nguyen

said over 2 years ago

+1 for this, but have a static reply box at the top which does not move as you're scrolling down the tickets replies.
I'd like to write my reply at the same time scroll up and down to read and answer questions which are in different replies below.
------------------------------------------------
Reply box
------------------------------------------------

Fourth
Third
Second
First

1 person likes this

Ray L.

said about 2 years ago

I completely agree. I'm on day two of evaluation and considering going back to Mavenlink (yikes!) because this is too confusing for the end-users. Please fix this soon! ...or at least give us the option to decide for ourselves how we want messages displayed.

Thanks!

Gayathri P

said about 2 years ago

ADMIN

Hi guys,


Based on all your feedback, we developed a FreshPlug to change the order of tickets (the recent most ticket comes on the top). We have many cool FreshPlugs like this one. Please have a look at them in FreshPlugs Gallery in Forums.

Campbell Wild

said about 2 years ago

Based upon your screenshots, you seem to have reproduced the initial order of the tickets before they were changed to top down, which in my opinion was even more confusing than it is now.


All we want is oldest tickets at the bottom (including the original ticket, which in our case is often an email that contains replies with most recent at the top).

1 person likes this

Joel R. Anderson

said about 1 year ago

I would very much like this change as well.


I looked at the FreshPlug and it doesn't really offer the clean listing of:

I'll add my vote. It should go

Fourth
Third
Second
First

Michael McGrath

said 10 months ago

Strongly agree -- this feature should be extremely easy to implement and was the *first* thing our customers suggested as a major weakness when we tried out freshdesk.


I think all plans should have an administrative setting to select from one of these options:

A: show the comments with the most recent at the top- in other words, a simple "ORDER BY date DESC" --- i.e. 4,3,2,1

B: show the comments with the original ticket at the top, followed by the comments with the most recent at the top -- i.e. 1,4,3,2

C: show the comments in chronological order -- i.e. 1,2,3,4


Please advise on a timescale for implementing this much needed feature :-)


Thanks

1 person likes this

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Let's talk−

NikileshHey Ram,

NikileshHow may I help you today?

MeIt has been over two years since the issue the order of messages was put up. Many of your clients have joined me on the forum to support revision so when tkts merge we see the chronoligical order. Also we should have the ability to have the latest message on top.

MeNothing has been done about it.

MeIt is a productivity issue and causing our agents much time.

NikileshI do understand Ram however we have now revamped the ticket merge, so you would be able to find the merged ticket link and upon clicking on it you would be able to see the merged ticket in a new tab.

MeBut that is not merging - it only links it.

NikileshYes Ram this would be the update at this point till we have the complete ticket list view page revamp.

MeBut it is over two years now - and despite many clients wanting to see a change , nothing is being done about it.

NikileshI do understand your concern Ram, we are having releases pushed every weekend and our team is working on many revamps at this point of time. So basically this year would be a year of changes in the Product.

NikileshI hope you understand the different phases of testing and dev's...

MeI guess - you are not able to help on this. It is not a difficult fix but you guys do not want to step up.

NikileshRam, I understand your frustration here. Let me take this up to the Product management team and keep you updated on this..

MeThanks- Check the Forum "Order of Messages within ticket" with latest input from Campbell Wild



D
Community Debut
  • d.shilin
  • Community Debut
  • May 12, 2017

Hello! It is still "IN PROGRESS" — so where is this progress?



A
Contributor
  • atorres
  • Contributor
  • May 15, 2017

Any feedback on this?

T
Contributor
This freshplug will sort messages in the order:
4th
3rd
2nd
1st

Please note that it may be buggy ( we don't use exactly this but a version of it in 1st, 4th, 3rd, 2nd order as the one Freshdesk suggested ) 
<style type="text/css">
  .conversation_thread {
    border: 0;
  }
  
  #show_more {
    padding: 0 10px 40px;
  }
  
  .conversation_thread.redactor {
    margin-bottom: -30px;
    margin-top: -30px;
  }
</style>
<div id="reverse_ticket_replies_order"></div>
<script type="text/javascript">
  if (jQuery('body').hasClass('ticket_details')) {
    
          jQuery('.leftcontent').hide();

    if (TICKET_DETAILS_DATA != null && TICKET_DETAILS_DATA.scroll_to_last) {
      TICKET_DETAILS_DATA.scroll_to_last = false;
    }

    jQuery('#reverse_ticket_replies_order').closest('.widget').removeClass('widget');

    function changeOrder(id) {
      var ID = [];
      jQuery('#' + id).find(".conversation").each(function() {
        ID.push(jQuery(this).attr('data-timestamp'));
      });
      ID = ID.sort().reverse();
      jQuery(ID).each(function(i, item) {
        jQuery('#' + id).append(jQuery('[data-timestamp=' + item + ']'));
      });
    }

    function reorderNotes() {
      var id_value;
      if (jQuery('#all_notes').length) {
        id_value = "all_notes";
        changeOrder(id_value);
      } else {
        id_value = "all_activities";
        changeOrder(id_value);
      }
    }

    jQuery(document).on('note_created note_updated activities_toggle ticket_view_loaded ticket_show_more sidebar_loaded', function(event, data) {
      reorderNotes();
      jQuery('#all_notes').after(jQuery('#show_more'));
      jQuery('#original_request').insertAfter('#show_more');
      jQuery('.redactor').insertAfter('#original_request');
      jQuery('.leftcontent').show();
    });
   
    setTimeout(function() {
      reorderNotes();
      jQuery('#all_notes').after(jQuery('#show_more'));
      jQuery('#original_request').insertAfter('#show_more');
      jQuery('.redactor').insertAfter('#original_request');
      jQuery('.leftcontent').show();
    }, 2000);

  }
</script>

 

 

T
Contributor
This freshplug will sort messages in the order:
4th
3rd
2nd
1st

Please note that it may be buggy ( we don't use exactly this but a version of it in 1st, 4th, 3rd, 2nd order as the one Freshdesk suggested ) 
<style type="text/css">
  .conversation_thread {
    border: 0;
  }
  
  #show_more {
    padding: 0 10px 40px;
  }
  
  .conversation_thread.redactor {
    margin-bottom: -30px;
    margin-top: -30px;
  }
</style>
<div id="reverse_ticket_replies_order"></div>
<script type="text/javascript">
  if (jQuery('body').hasClass('ticket_details')) {
    
          jQuery('.leftcontent').hide();

    if (TICKET_DETAILS_DATA != null && TICKET_DETAILS_DATA.scroll_to_last) {
      TICKET_DETAILS_DATA.scroll_to_last = false;
    }

    jQuery('#reverse_ticket_replies_order').closest('.widget').removeClass('widget');

    function changeOrder(id) {
      var ID = [];
      jQuery('#' + id).find(".conversation").each(function() {
        ID.push(jQuery(this).attr('data-timestamp'));
      });
      ID = ID.sort().reverse();
      jQuery(ID).each(function(i, item) {
        jQuery('#' + id).append(jQuery('[data-timestamp=' + item + ']'));
      });
    }

    function reorderNotes() {
      var id_value;
      if (jQuery('#all_notes').length) {
        id_value = "all_notes";
        changeOrder(id_value);
      } else {
        id_value = "all_activities";
        changeOrder(id_value);
      }
    }

    jQuery(document).on('note_created note_updated activities_toggle ticket_view_loaded ticket_show_more sidebar_loaded', function(event, data) {
      reorderNotes();
      jQuery('#all_notes').after(jQuery('#show_more'));
      jQuery('#original_request').insertAfter('#show_more');
      jQuery('.redactor').insertAfter('#original_request');
      jQuery('.leftcontent').show();
    });
   
    setTimeout(function() {
      reorderNotes();
      jQuery('#all_notes').after(jQuery('#show_more'));
      jQuery('#original_request').insertAfter('#show_more');
      jQuery('.redactor').insertAfter('#original_request');
      jQuery('.leftcontent').show();
    }, 2000);

  }
</script>

 

 

marcus.landgren
Community Debut
Forum|alt.badge.img+3

I'm happy to announce that our app to reverse the sort order is released on the Marketplace.


The app is free of charge and I hope it solves your needs and that your agents will like it! We will be happy to get your feedback.


Look here for more info:

https://apps.freshdesk.com/reversed_sort_order/

M
Community Debut
  • mms
  • Community Debut
  • December 5, 2017

not working for me. I´ve installed the app and nothing happens with the order of the thread. Any tips? 


BR

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