Improving Ticket Reply Flow

27 Apr

9 hours ago

open0

Please move the reply box below the latest incoming customer message.

This follows best practices because it ensures agents read the conversation before replying, keeps a natural conversation flow, and reduces mistakes.

Optionally, you can add a “Reply” button at the top that scrolls down to the reply area, so agents can still jump quickly if needed.

Cons of current setup (reply box at the top):

– Agents might reply without fully reading the customer’s message.

– It breaks the natural reading flow (message → then reply).

– Risk of missing important details in longer conversations.

– Feels disconnected when handling complex tickets.

Thank you

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