Kirsten Walton

Another vote for putting this back. It really is a deal breaker of a change. We communicate with our customers by email. We're not concerned about SMS, chat, etc.

The composer box, combined with the new sorting of replies, is absolutely awful. When trying to compose replies, we can't see the customer's actual email. We can only see their signature, unless we go back and scroll. Previously, the customer's email was clearly visible below the composer box. If we do scroll to view the customer's reply (which we shouldn't have to do anyway), it disappears again while we type the response, as the composer box expands. So we're back to scrolling again. Constant interruption of the natural workflow.

Then there's the email address - it's gone from the top of the ticket view. We need this clearly visible - what was the point in removing this? Who does it help?

At the end of the day, would it be so difficult to give your customers the option to choose how replies are sorted, and to choose things like where the composer box appears and whether it's fixed/expandable? These are really basic things. Imposing these changes has negatively impacted us, and for no good reason.

Any updates on where this is?  We're migrating our content and not having this feature is going to cause problems.