We're now the next victim and forced to turn on Agent Workspace which will take us backward with conversation views 30 years. (Email chains have been newest first for at least that long). This is a non-starter with our agents and I've put it off as long as we could. Very little Zen in our lives now.

"Zendesk customers who have moved to Agent Workspace are seeing 20% faster response resolutions on average." -- they'd probably be 40% faster if they weren't scrolling through long email chains to get to the bottom.

We're an email only support shop, and having conversation views upside down old to new is just unacceptable. Zendesk has quite defensively (and arrogantly in my opinion) denied that this is a proper view only because it might involve other channels. What? Scrolling to the bottom of long communication chains is faster? There is no excuse that a configuration can't be made to flip that view when it's only email. I doubt anyone at Zendesk reads their email chains oldest to newest every morning. (Gmail even gives you a choice.) To pretend this is a modern conversation method is pure gaslighting.

This is our last straw after having a grandfathered plan pulled from us this year with a massive price increase (which broke all our trust going forward). We've begun the process of replacing ZD in 2024 if they can't come up with some solution. I won't start on the internal/public comments change either, which will be hated by all my agents. Again, add a simple configuration option and disable the new behavior for those that don't want it. I miss the original Zendesk company.