Expanding Chat fields

I was trying to type out a response to a help desk ticket today, and noticed the chat fields for help desk tickets don't expand, nor hold formatting. Is this something we can have updated in the future to:

  1. More easily read / preview help desk reply's before sending them?
  2. Have formatting enabled to help respond with a more professional looking response that is easier to read. (IE - I wanted to add Number Bullets to a reply and couldn't which makes the reply harder to glance at and understand)

PS - Also my help desk shows I have 3 messages to check when I only have two that I can see. I believe this is due to the fact that I typed a response to the user, sent it, and then assigned it to myself. I believe its counting one of my responses as another item I need to review. If this is the case I can at least understand it, just a little confusing at first. ( /esports help desk in case you wanted to take a peak)