Within a ticket we need a place to document contact on that ticket

IE:
1/1/24 left voicemail to schedule meeting time
1/2/24 Restarted X and reset connection and client is still having an issue.
1/2/24 Transferred ticket to x for further support.

An internal notes section that doesn't blend with the client communication on the right hand side so that a tech can document the troubleshooting done, and escalate it up and the person taking over the ticket can easily find the summary of what was done initially could be an easier fix. Or just adding a "notes" section on the ticket that only has internal notes that is right up at the top of the ticket would work well.