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New scrolling "feature" in notes and answers causes problems

J
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  • JoshBr
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  • 11 replies

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.

Please please disable this or give us the option to enable/disable this!

Best answer by hemanth.ramya

Apologies for the delay in response, folks.

The issue with the scroll feature in ticket description/ conversations has already been fixed. Feel free to reach back to us in case the issue still persists and we would be there to help! 

 

Thank you,

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hemanth.ramya
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • 626 replies
  • December 9, 2021

Hello @JoshBr,

 

We totally understand your predicament with the scroll feature you see in ticket description/ conversations. This has been acknowledged as an issue at our end and we will keep you posted with updates once this is fixed. Appreciate your time and understanding in the meantime! 

 

Thank you,

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
evlo96
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Ben_HLS
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  • Ben_HLS
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  • 1 reply
  • December 9, 2021
JoshBr wrote:

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.

Please please disable this or give us the option to enable/disable this!



Completely agree! Hate this new features!

J
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    JoshBr
johnnowildon
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  • johnnowildon
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  • 1 reply
  • December 10, 2021

Yes please fix asap, this is horrible and makes it very hard to use. Revert this change thanks

J
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    JoshBr
hemanth.ramya
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  • hemanth.ramyaCommunity Manager
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  • 626 replies
  • December 10, 2021

Definitely, we will keep you posted once the fix is rolled out, @Ben_HLS & @johnnowildon.

Thank you,  

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
evlo96
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  • evlo96
    evlo96
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  • TrentMuldrow
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  • 2 replies
  • December 14, 2021

Must agree.  If this is a new “feature” the UI/UX person that approved it might want to re-think their career choice.  No one in their right mind would have asked for this. 

I hope it’s just a bug that can be fixed quickly… PLEASE!!!

On top of the new scroll bars, I have discovered that it is even possible to scroll notes out of view with your mouse wheel even when no scroll bar is visible making notes completely invisible.  Please fix this ASAP or at least give us a workaround so we do not miss important notes from our customers!!!!! 

HELP!!!

A
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  • ademeijer
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  • 3 replies
  • December 15, 2021

Also agree. This is causing us to misread requests, which results in incomplete and insufficient support. Unbelievable how this can get through without proper testing, or at least checking with us if we want this!!

Please remove this unnessecary bug!

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • 626 replies
  • December 15, 2021

Absolutely agreed, @TrentMuldrow & @ademeijer.

The fix for this issue is currently in testing phase, we will keep you posted once it is deployed. Thank you! 

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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  • TrentMuldrow
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  • 2 replies
  • January 4, 2022

Any updates here?

hemanth.ramya
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  • hemanth.ramyaCommunity Manager
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  • 626 replies
  • January 5, 2022

We are yet to receive an update from the technical team, @TrentMuldrow. We will surely keep you posted as soon as we hear back from them, appreciate your cooperation with us. Thank you! 

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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  • ademeijer
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  • 3 replies
  • January 14, 2022

More than a month has passed since this issue was first reported. This bug isn’t a first-day issue, it was recently added. How can it be that something that seems so small an issue can’t be resolved in time? Has this something to do with priority? 

Or is it simply that the technical team can’t backtrack what they implemented and therefor are having issues finding the bug? What I want to say is that you guys wouldn’t be the first software developer that has this issue, it’s not great, but at least be transparent to your users/clients so they know what is up.

It took Blizzard a month to come up with a proper answer to the server issues for D2R, please don’t be like Blizzard

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
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  • 626 replies
  • Answer
  • January 27, 2022

Apologies for the delay in response, folks.

The issue with the scroll feature in ticket description/ conversations has already been fixed. Feel free to reach back to us in case the issue still persists and we would be there to help! 

 

Thank you,

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
J
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  • ademeijer
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  • 3 replies
  • January 27, 2022

Good to hear! Thanks for getting back to us

hemanth.ramya
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  • hemanth.ramya
    hemanth.ramya
hemanth.ramya
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • 626 replies
  • February 16, 2022

Anytime, @ademeijer. :)

Cheers!  

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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