Not everyone knows every answer every time, to help with this we have the option to add notes to a ticket.
Notes can be added by clicking the Note tab in the ticket.
Files can be dragged and dropped to the notes. They can also be browsed for and inserted.
When finished editing the note, the ticket status can be changed and/or reassigned before the note is added.
Note - It's important to know that any notes left on a ticket, are visible to any user who can see the ticket.