With Agent responses, Requester responses, and notes; tickets tend to become cluttered with all kinds of information which tends to bury important notes or replies. Sometimes I can scroll through dozens of notes in a single ticket before I can find something relevant. I think there needs to be a separation between Agent/Requester conversations and technical notes made through the process of a tickets life. My suggestion is to create a tab within a ticket that is dedicated to just the conversation between Agent and Requester. Then a separate tab for Private Notes made along the way. I think something like this could cut down on the clutter seen in tickets.
Another idea could be to flag a note as "relevant" to the ticket if you want it to appear. Something that could be considered relevant would be steps taken to troubleshoot a problem. Something considered "irrelevant" would be a note made in the ticket indicating an attempt to contact the Requester was made.
Basically I'm just looking for any way to cut down on clutter in tickets.
