Yannick

+1 related to 2. Comment box at top vs bottom;

For channels like FB, SMS where usually quite short messages are sent the comment-box at the bottom is fine since the entire message will directly be visible on the page.

But when receiving long emails / mails with big signatures / mails where the formatting is incorrect (ie. when the entire emailchain is in there instead of just the last response) you have to keep on scrolling up to search what the last message was, where at first (without agent workspace) we would at first glance see the last response since it was always at the top and directly visible upon opening a ticket. 

For now we have disabled the agent workspace again so that we can keep the comment box on top.