That's so weird. I'm sure it wasn't a mod I installed lol, but I swear that we use to have another tab at the top of the ticket view that was for internal notes (highlighted space on the attached), and one that was for the actual conversation between the tech and user, and somewhere in the settings there was an option to show internal notes inline, which merged them onto a single tab the way they appear now... Maybe I was just dreaming or drunk, or perhaps both... but thanks anyway for the responses.