"- I can't figure out why there would be a separate area for comments and for e-mails. E-mails are generally comments. "
"- I can't figure out where to look first for recent comments, or even who replies last."
"And finding my way around tickets..... one word, PAINFUL." -amsweb

"frustrating that in order to reference what the rep had written, I had to open the ticket in a new window, nav to the ticket, click email, just to be able to read as I was replying" -Chris

"Now I can't figure out how to reply to a comment inside the panel. It looks like it's email reply only, which doesn't work if I'm working on behalf of a client's original ticket since it originated from their email." -KT

"I can't easily read the back and forth discussion in a ticket which makes it little better than just emailing." -Justin Phelan

"I find this new support setup way more confusing, too many redirects, account section is super slow." -Jim

Admin note:
Idea originally submitted by users amsweb, Chris, KT, Justin Phelan, and Jim in thread:
https://liquidweb.uservoice.com/forums/100399-general/suggestions/31451041-stop-and-roll-back-make-a-u-turn-before-too-late