Ticketing Module

Is anyone else finding staff replying to their tickets in the "Description" area and not on the right-hand side using the comments? This is not a good thing for billing staff, if clinical staff are able to edit what the ticket originally said when it was sent. Is anybody else noticing this? I did send a ticket to Procentive but my rep is off this week, so thought I'd check here.

I did check to see if there was something in the User Role that allowed it, but don't see anything.

Thank you!