How to move customer comment box to top of ticket in jira service desk cloud?

Question

With the new release, our customer experience changed for the worse. When a customer clicks on a ticket they submitted, they now have to scroll to the bottom to write their comment to the agent. Our tickets sometimes have hundreds of comments they have to scroll through.

Some customers thought they couldn't comment at all anymore and gave up.

How do I change the portal so that the customer can click on their ticket and have the comment box be at the top?

Genevieve Howell · Answer

Thank you.

Angélica Luz · Answer

Hi Genevieve,

Thank you for getting in touch with Atlassian Community!

Currently, on the new customer portal, it's not possible to move the comment box. Based on your request, I created a feature request suggesting the implementation of this ability:

* Move the comment box on the new customer portal to the top of the tickets

We also have a feature suggesting to change the order of the comments:

* Ability to change comment order in the new portal design

Please, click on vote and watch in order to hear about updates on the development cycle.

Regards,
Angélica