[otrs] Agent Confusion

Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo