What do you like best about the product?

It was a good tool until they forced a new UI on all users on March 2024.

What do you dislike about the product?

The recent update to the user interface has proven to be highly disruptive and problematic for our team. Two primary issues have emerged as significant pain points:

Lack of Dynamic Reply Textarea: One glaring issue is the lack of automatic resizing of the reply textarea, particularly noticeable on Chrome (although functioning as expected in ARC). This oversight necessitates constant manual resizing, significantly impeding workflow efficiency. It appears that the design team may have overlooked the diverse range of devices and resolutions used by users, as this flaw becomes particularly apparent on MacBook or laptop retina screens.

Absence of Requester Email in Top Bar: Another perplexing alteration is the removal of the requester's email from the top bar. This omission necessitates additional clicks to access crucial information, needlessly complicating the user experience.

The decision to impose these changes without providing users with the option to customize or revert to the previous UI is perplexing and frustrating. It seems evident that the prior interface was superior in functionality and usability.

Internally, I'm proposing to explore alternative platforms to Zendesk, as the current UI changes have had a tangible negative impact on our productivity and satisfaction for the team.

In summary, the recent UI update has regrettably resulted in a diminished user experience, characterized by inefficiencies and frustrations. Urgent attention is required to address these issues and restore functionality and usability to our workflow.

What problems is the product solving and how is that benefiting you?

The recent UI changes are causing trouble in our team