When working a ticket from an end user sometimes emails do not capture everything, i.e. the work or troubleshooting performed by the assigned technician.
It would be helpful if there was a notes or comments section available for this. This way other technicians or admins could see what work/troubleshooting has been done on the ticket. It would help when a ticket needs to be re-assigned to a differnet tech or if supervisors/admins want to check on the progress of a ticket without having to ask the assigned technician.