The e-mail you are responding to is always above the text you are writing, which can be confusing and impractical. The function is also different when you forward an e-mail (inconsistent).
Description
Description
Details
Details
- Ticket Type
- Task
Event Timeline
Comment Actions
Two of my test persons were confused as well. They did not realise that they were writing the correct text all the time but it just appeared underneath the mail they were answering.
Comment Actions
I think I already wrote this in a ticket before we did the usetest. So the test showed that it really might be a problem
Possible Solution:
Aw:.....
or the senders contact details right above/below the filed where he/she should write
or just make it impossbile to write above?
I would expect to see my reply above the "old" mail though
Comment Actions
top/bottom posting is configurable. It might make sense to change the default.
I don't know if I can convince our developers to change it though.
Is it apparent from the videos that this is an issue?
Comment Actions
yes, it is apparent from the videos. Some test persons always tried to write the text on top and gave feedback that it is confusing.
Comment Actions
One of my participants was really annoyed by this default setting and always typed on the top anyway
Comment Actions
@bohlender
Yes, 2 of my subjects also remarked that this was really strange and would have preferred to write the text above.
So since the possibility to do this is principally enabled by the program, it would indeed "only" be necessary to set this as the default!