Amund Haldorsen

And that's exactly the same answer I got... :-( 

I'm also in contact with the Customer Support Center. But why do you mean this would help us Lisa Kelly? They just confirm that there is no way back... We actually started using Zendesk because the existing workflow works very well. If it's not convenient anymore, I guess we will start to investigate if we can find another system to be used instead. So, please - give it a new discussion inside your Dev / Product team before you do this - I am pretty sure you will get a lot of complaints when this change is forced on all customers.

I agree with Dan - we should be able to continue using the existing interface and not be forced into something that will make it more complicated. So please postpone the "late August" deadline until you can provide an option to the Agent Workspace!