If anyone has issues with being able to type ticket a reply/note, here's the current work around (sorry it's kind of a PITA):
The problem occurs when the iFrame for their FreshChat widget loads over top of the page, if you remove the iFrame/widget you can type in the box:
Right click the "FreshChat" widget within FreshDesk and choose "Inspect":
Scroll/key up until you see the <iFrame> tags for fc_frame:
Click, then right click this line and choose "Delete Element":
Close the developer console and type your response/note.