Comments on: Chronological order or reverse order? http://www.serviceuntitled.com/chronological-order-or-reverse-order/2009/01/09/ The blog about customer service and the customer service experience. Tue, 16 Mar 2010 19:31:02 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Julia http://www.serviceuntitled.com/chronological-order-or-reverse-order/2009/01/09/comment-page-1/#comment-881166 Julia Thu, 15 Jan 2009 13:46:56 +0000 http://www.serviceuntitled.com/?p=934#comment-881166 I agree with Gary. In our ticketing system, the most recent messages are normally shown on top and you can change it with one click. Showing the oldest items on top is important if different agents handle the same ticket. Otherwise, if the same agent takes care of the whole conversation, he/she will probably remember what was going on before and won't need to re-read all the time. Some tickets can be pretty lenghthy. I agree with Gary. In our ticketing system, the most recent messages are normally shown on top and you can change it with one click.

Showing the oldest items on top is important if different agents handle the same ticket. Otherwise, if the same agent takes care of the whole conversation, he/she will probably remember what was going on before and won’t need to re-read all the time. Some tickets can be pretty lenghthy.

]]> By: Gary Sherman http://www.serviceuntitled.com/chronological-order-or-reverse-order/2009/01/09/comment-page-1/#comment-878668 Gary Sherman Mon, 12 Jan 2009 21:40:15 +0000 http://www.serviceuntitled.com/?p=934#comment-878668 I prefer most recent at the top, with the ability to easily flip it on the fly. For most case (ticket, incident) histories, I typically only care about the most recent stuff. But occasionally, I want to be able to easily start from the beginning. I prefer most recent at the top, with the ability to easily flip it on the fly.
For most case (ticket, incident) histories, I typically only care about the most recent stuff. But occasionally, I want to be able to easily start from the beginning.

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