Hello Ariel,
I completely agree and believe a lot of users have reported this as a pain-point. Thankfully, due to all the feedback, HubSpot has commenced development to address this. For more information, you can check out this post (particularly the top reply): https://community.hubspot.com/t5/HubSpot-Ideas/Unify-Inbox-Help-Desk-Comments-and-Ticket-Notes/idi-p/957126
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