I find it would be very helpful if there was a "basic resolution" area for information that states the problem was fixed and what was done to fix it.  Then an "advanced resolution" area to put tech notes, as to what exactly was done, a place to add SQL queries, etc and that type of thing. 

You could send the basic resolution to the user so that they would know what happened with the ticket, without the need to see all the other stuff that would be useful for other techs should they run into a similar problem. 

This would possibly be accomplished in the "notes", however those don't seem to be particularly searchable, and formatting within notes is difficult.  As part of this, the notes feature could potentially be expanded so they could have formatting, etc so you could put more information.  (We are basically currently using notes as the place of "work log", but neither one appear particularly powerful.