Eric, I've been testing over the last week using my web browser and thought I would pass on a friction point (UX issue) that I've noticed in the new interface. Nights and weekends, I have to occasionally check our support queue and most times I'm not in front of a computer so I use my phone. The new interface is very frustrating having each ticket I view open in a new tab. If I have to go through 30 tickets, that's 30 new tabs that get open in my mobile browser. From a mobile standpoint, it would be preferable to just change the main window and allow the user to use the back button. The fewer steps needed, the better.