Since enabling Agent Workspace we noticed that the comment line breaks have disappeared. In long conversations back and forth between Agents and end-users, the ticket can become confusing.
Without this line break it is harder to identify the difference between an Agent reply and an End-user reply. We have had cases where Agents will say " 3rd comment" and usually, we count the lines to find the comment. Without those lines, it becomes a bit harder. Not impossible but more difficult.
We would like this differentiation back or even color-coded replies. An identifying marker to determine the difference between an Agent reply and an End-user reply.