Removing some information for updated tickets

Hello,

Our team recently moved over to the new Copilot experience, I believe about a month ago, which has been a great experience so far.  It’s nice to get a summary of the answer we’re looking for and to receive the sources of where it’s pulling the information from.  We also noticed that users aren’t responding to tickets as much as when we were on the classic version.  We believe this is because of the new ticket status update from concierge with Copilot.  Before on the classic version when we get an update of the ticket, it would show the ticket number, the short description and the updated comment.  Simple and concise and a nice summary of the updated ticket. 

Now with Copilot we get a lot more detailed information that just creates a lot of noise, which isn’t the best experience for our end users.  In the Copilot updated ticket we get : 

1. Ticket Number - Short Description
2. Last Activity - This is where the updated comment is, but with a glace you can barely notice it
3. Last Update - Date and time
4. Opened By - Who opened the ticket, which is usually the user or the bot
5. Requested for - This is the user 
6. Created at - when it was created 
7. Assignee - The current IT person it’s assigned to

We went from the classic experience of getting the ticket number, short description and updated comment, a nice summary the updated comment, to the 7 listed items I added above.  Unless you’re hunting for the comment, you can quickly miss it if you’re taking a glance at the ticket.  To me when I see the new copilot updated version, I just think “Ohh okay it’s been assigned to this IT person” and I’ll go about my day.  Hoping this feature can be re-added in the future.

Best,

Kevin