We recently switched over to Agent Workspace. As there are always growing pains with a new look, I found one that can be very problematic and take up more time rather than saving time. With the comment box now at the bottom of a ticket, it does not follow the natural thread alignment like an email. We have found that this is really a problem when we have merged a ticket into another. When an email comes into our support system that already has a bunch of threads, it shows new to oldest, top to bottom. When merged into another ticket or even just continuing on with the existing ticket, the comments are now new - old from bottom to top.
This needs to be addressed. Either change the comment section back to the top to have newest comments at the top or allow the option for customization.
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