The email / reply section of the ticket, is the only thing that appears as part of the conversation thread. Any time / notes posted, does not show "in line" as part of the thread.

Autotask / ConnectWise, both put ANY effort (notes / email) in order as part of the entire conversation thread. Not having the time/notes show is a waste of effort filling it out. ideally, the email "reply" section should be REMOVED and ANY effort, including an email to the affected user, should be time tracked and part of the thread (ala ConnectWise/AutoTask)