In long or complex conversations, important internal context often gets added as internal notes in the conversation feed. Because notes can’t be edited and live inline with messages, they easily get buried by back-and-forth, making it hard for agents (especially during handoffs) to quickly understand the current state of a ticket.
It would be very helpful to have ticket-specific internal notes that live in the left sidebar, similar to conversation or ticket attributes, but designed for longer free-text content. These notes should be editable, persistent, and separate from the conversation timeline, so they can act as a “living summary” or source of truth for the ticket without adding noise to the feed.
This would greatly improve context retention, handoffs, and agent efficiency for long-running or complex tickets, especially in B2B support workflows.