We collaborate a lot on tickets internally and so tickets can have tons of screenshots, notes, and info from different people in between important customer replies. It would be very helpful to keep the UI clean, and the ticket neat by allowing expandable/collapsable internal notes. This way, we can hide some noise from the ticket when working it.
This is also helpful when tickets get escalated from a Tier 1 group to a Tier 2 group. By the time the ticket gets to a Tier 2 rep, it has a bunch of notes that can make the ticket very busy. This helps cut out notes- Tier 2 does not need to see while the ticket is in their queue.
Appreciate the consideration.
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