I previously worked for a hosting company and we used a certain thing for when we did Tickets, and these notes were applied via Ticket Notes, and the style for the notes was automatically applied in the template when we opened the ticket to reply to it. Would this be possible to add to WHMCS? In a nutshell, they were SOAP notes. Would this be a feasible addition to the ticketing system? In a dream world, the replying support agent could click notes and the note style SOAP was already there in the ticket. Just a thought!