Matt Smith

I want to throw my 2 cents in here too.  We've just migrated to the agent workspace because it's now becoming mandatory.  We only work with email and the newest-on-top view worked well for messages in a ticket.  The newest-on-bottom view is terrible.  I can see why people who work primarity through chat would like it, but it's no good for emails.

Emails often have a lot of junk at the bottom of them such as big signature blocks and copies of the email chain. The top of emails is usually the actual message the person sent.  Having messages sorted with the most recent at the bottom and the reply box also at the bottom makes it likely that the most recent context of the conversation is not visible, since you need to scroll down to the last email and then up a bit to get to the actual email body. This is fiddly and tedious.

Please let us change the sort order.  And no, the EAP is no good for as as we're not on an enterprise plan.