Andrew B

Also chiming in to advise Zendesk to allow us to use either layout. Go ahead and market the new layout as "Familiar with Slack/Teams and want your agents to collaborate? Try the new layout!" but please allow users to use your product as they see fit.

This isn't just "oh they'll get used to it! Bob our new Zendesk Product Manager, he comes from 55 years and IBM!" How about paying attention to your users instead? 

- The new format is very terrible on small screens or anything less than 1440p resolution. Very bad for consultants and anyone who may be on site with a work laptop

- To construct a response, you must constantly close/open the chat box AND scroll up and down the ticket. 

Even sites like reddit keep old.reddit.com for power/developer users. Yes we all know you're trying to capture more of the end-user, non-technical, e-commerce, chatbot whatever crowd, but I'd guess you have many organizational customers (who do IT support, technical ticketing) and not just chat-like interactions.