Tero Virolainen

I have to agree with OP. The new layout may work with Slack type chat sessions, but not in Zendesk tickets. The problem increases when using Zendesk with small laptop. If there is long message you can only see the end of it, which was much better before the update when you could see the beginning of the message.

At least change the system the way that you can use the old layout if new one doesn't suite your working methods.