I'm going to chime in here as well...

1. "Good news - upon opening a ticket in Agent Workspace, the conversation log automatically shows the top of the latest message by default, no scrolling required."

Having the most recent message first is not the same as having messages in a specific order. I review tickets all day.

This is maddening and costs me a lot of time a) navigating the new order, b) seeing the most recent message first, and c) ignoring the little box reminding me of what I already know.

2. I suspect locking the message order was done to implement the little box with the "1 unread message" text.

Personally, I find this "box" unhelpful. It blocks part of the screen, forcing me to resize my window to get screenshots. I never use it and it's basically in the way.

2. Easy one-click access to the requester's email address at the top of a ticket has been removed.

Aside from having to do gymnastics to get the email address, this also broke our tamper monkey scripts that help us access an internal tool.

3. Switching from Internal to Public note (and visa versa) deletes any existing text. So if you start typing a public note, then decide to make it an internal note, you have to cut it, then paste it into the internal note.

I cannot understand how this is at all helpful.

4. Moving the reply box and the macro box are violations of maintaining usability.

You might not think it's a big change, but for users who are in the system all day, this messes with praxis by having to rethink rote finger and eye movements. This translates to lost time.

5. You may want to get consensus on new features from your customer base before implementing them.