It would be useful to be able to keep the internal note at the very top of the ticket just beneath the most recent message.

Also if we could use the same note/notepad for each internal note entry created.

It's very frustrating having to scroll through the entire thread just to compare an internal note that was created at the beginning of the ticket.

It would also help other technicians reviewing the tickets to be able to see all internal notes a tech created in a ticket. It gives them a quick recap of the troubleshooting process that was taken to resolve a ticket.

I think there is a lot of work that can be done in the tickets section but this would be an important one for me.

Also maybe adding more features for techs when creating internal notes like a check off list and fix the text editor. I constantly have to change my font for every response and it's very frustrating.