Christopher Garcia

Hi All,

I want to second one of the recurring themes in these replies - The existing ticket UI did not need an overhaul. It's lean, organized, allows us communication with our team (internal) and clients (external) while offering data enrichment (tagging) for those folks looking to get a little more detailed with their meta data. It works and its reliable. 

The new UI is the inverse. We had an extended troubleshoot with a client on a single ticket, and clicking the "Newest Messages" button brought us to the middle (?!) of the thread. I never would have known where to look without that button.

We also noticed that the newest message button doesn't work well/reliably. Sometimes it would scroll to the newest message, other times it would go down a single line and stop. Multiple messages did not work with this function. Clicking the button only brought it to the first new message, then the button no longer responded to the next new messages.

Even in a working state though, there isn't a need for this layout and function. The legacy UI works great.