The switch to most-recent-on-bottom is terrible. All major email applications sort their email threads with the most recent message on top and older messages below in order of recency. This change makes tracking email threads extremely annoying. I have to scroll up to the previous message, then down it's email thread looking for any interjections by other participants, then up the zendesk UI to look for the next oldest message.
I get that this change is more chat-like, and that's all well and fine if the communications channel is a chat, but for emails? They should be sorted like they'd be sorted in an email application. At least give us the option to reverse the sort rather than forcing us to use this incredibly inconvenient interface.
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