The agent workspace is horrible to use in context of emails at the moment. When forwarding a email, the previous conversation is added and in Zendesk we see the bottom of the email.

In these situations we've noticed that orders are being processed twice by accident because the agent workspace is a huge mess.

The complete interface was in the V1 interface build around emails, so everything went fine.

Zendesk promotes the agent workspace to be "flexible" but in short, it is not and completely adjusted to the philosophy of a chat window.

Why does zendesk not detect that a ticket was created by a email (it even says this in the overview!!) and shows the text as a normal email (from top to bottom).

And when opening a ticket, which was created via chat, you get a bottom to top approach ??

Or just make the agent workspace flexible and let us decide how the text is ordered! Even better!

By enforcing the agent workspace in this state, zendesk will go under real fast...