HI there! When clicking “expand all”, the ticket goes back to the previous format, which is much more reader friendly. However, I (and my colleague I work closely with) never would have thought to look for a button like that. Why was the new layout implimented? When working quickly, the least amount of additional clicking you need to do can shave valuable seconds from each ticket being worked on. Seconds may not seem like much on an individual ticket, but it adds time to the day.