It'd be great to have functionality to mark specific notes and/or replies as "irrelevant" and then not display those, by default, when viewing the ticket.
For example, back and forth with a customer scheduling a time to discuss the ticket I want to have in the ticket, but it's irrelevant after the call is complete. I still want that in the ticket for historical purposes, but don't want to have that as clutter in the ticket in general.
Of course there would need to be a way to view the irrelevant entries on a ticket and there would need to be some sort of indication that the ticket contains entries marked as irrelevant.
The easiest way to do this would be to add a "Hide Comment" feature to the ticket comment. Then you could have a single button to show all hidden comments. Could be useful when trying to go through the history of a ticket.