Is it possible to have the ticket reply and last received ticket at the top of the page rather than having to scroll down to a very small ticket reply box at the bottom? It is painful having to scroll down what is often a very long ticket and then type a response in a window that is only 200px in height. This would then be inline with most modern mail clients such as Gmail.
I think it should be user definable.
The repl box is quite small.
If the previous messages could be on an auto hide it may be better to give more room.