diff --git a/agent/ticket.php b/agent/ticket.php
index 49f76d33..2e2f49ec 100644
--- a/agent/ticket.php
+++ b/agent/ticket.php
@@ -80,11 +80,11 @@ if (isset($_GET['ticket_id'])) {
 
         //Set Ticket Badge Color based of priority
         if ($ticket_priority == "High") {
-            $ticket_priority_display = "<span class='p-2 badge badge-danger'>$ticket_priority</span>";
+            $ticket_priority_display = "<span class='p-2 badge badge-pill badge-danger'>$ticket_priority</span>";
         } elseif ($ticket_priority == "Medium") {
-            $ticket_priority_display = "<span class='p-2 badge badge-warning'>$ticket_priority</span>";
+            $ticket_priority_display = "<span class='p-2 badge badge-pill badge-warning'>$ticket_priority</span>";
         } elseif ($ticket_priority == "Low") {
-            $ticket_priority_display = "<span class='p-2 badge badge-info'>$ticket_priority</span>";
+            $ticket_priority_display = "<span class='p-2 badge badge-pill badge-info'>$ticket_priority</span>";
         } else {
             $ticket_priority_display = "";
         }
@@ -463,20 +463,21 @@ if (isset($_GET['ticket_id'])) {
             <div class="card card-body">
 
                 <div title="<?php echo $ticket_updated_at; ?>">
-                    <i class="fa fa-fw fa-history text-secondary mr-2"></i>Updated: <strong><?php echo $ticket_updated_at_ago; ?></strong>
+                    <i class="fa fa-fw fa-history text-secondary mr-2"></i>Last updated: <strong><?= date('M d, Y • h:m A', strtotime($ticket_updated_at)) . " ($ticket_updated_at_ago)" ?></strong>
                 </div>
 
                 <!-- Ticket assign (disable if closed -->
                 <?php if (empty($ticket_closed_at)) { ?>
                     <div class="mt-1">
+                        <i class="fas fa-fw fa-user-check mr-2 text-secondary"></i>Assigned Agent:
                         <a class="ajax-modal" href="#"
-                           data-modal-url="modals/ticket/ticket_assign.php?id=<?= $ticket_id ?>">
-                            <i class="fas fa-fw fa-user mr-2 text-secondary"></i><?php echo $ticket_assigned_to_display; ?>
+                            data-modal-url="modals/ticket/ticket_assign.php?id=<?= $ticket_id ?>">
+                            <?= $ticket_assigned_to_display ?>
                         </a>
                     </div>
                 <?php } else { ?>
                     <div class="mt-1">
-                        <i class="fas fa-fw fa-user mr-2 text-secondary"></i><?php echo $ticket_assigned_to_display; ?>
+                        <i class="fas fa-fw fa-user-check mr-2 text-secondary"></i>Assigned Agent: <?php echo $ticket_assigned_to_display; ?>
                     </div>
                 <?php } ?>
                 <!-- End ticket assign -->
@@ -484,14 +485,13 @@ if (isset($_GET['ticket_id'])) {
 
             <div class="card card-body">
                 <div>
-                    <i class="fa fa-fw fa-thermometer-half text-secondary mr-1"></i>
-                    <a href="#"
+                    <a href="#" title="Priority"
                         <?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
                             class="ajax-modal"
                             data-modal-url="modals/ticket/ticket_priority.php?id=<?= $ticket_id ?>"
                         <?php } ?>
                     >
-                        <?php echo $ticket_priority_display; ?>
+                        <?= $ticket_priority_display ?>
                     </a>
                 </div>
 
@@ -518,14 +518,14 @@ if (isset($_GET['ticket_id'])) {
                         </div>
                     <?php } else { ?>
                         <div class="mt-1">
-                            <i class="fa fa-fw fa-dollar-sign text-secondary mr-2"></i>Ticket is
+                            <i class="fa fa-fw fa-dollar-sign text-secondary mr-2"></i>Billable:
                             <a class="ajax-modal" href="#"
                                data-modal-url="modals/ticket/ticket_billable.php?id=<?= $ticket_id ?>">
                                 <?php
                                 if ($ticket_billable == 1) {
-                                    echo "<span class='text-bold text-dark'>Billable</span>";
+                                    echo "<span class='text-bold text-dark'>Yes</span>";
                                 } else {
-                                    echo "<span class='text-muted'>Not Billable</span>";
+                                    echo "<span class='text-muted'>No</span>";
                                 }
                                 ?>
                             </a>
@@ -561,7 +561,7 @@ if (isset($_GET['ticket_id'])) {
 
                     <div class="card-header bg-dark">
                         <h5 class="card-title">
-                            Ticket Details
+                            Description / Comments
                         </h5>
                         <?php if (empty($ticket_closed_at)) { ?>
                         <div class="card-tools">
@@ -577,7 +577,7 @@ if (isset($_GET['ticket_id'])) {
                         while ($ticket_attachment = mysqli_fetch_assoc($sql_ticket_attachments)) {
                             $name = nullable_htmlentities($ticket_attachment['ticket_attachment_name']);
                             $ref_name = nullable_htmlentities($ticket_attachment['ticket_attachment_reference_name']);
-                            echo "<hr class=''><i class='fas fa-fw fa-paperclip text-secondary mr-1'></i>$name | <a href='../uploads/tickets/$ticket_id/$ref_name' download='$name'><i class='fas fa-fw fa-download mr-1'></i>Download</a> | <a target='_blank' href='../uploads/tickets/$ticket_id/$ref_name'><i class='fas fa-fw fa-external-link-alt mr-1'></i>View</a>";
+                            echo "<hr class=''><i class='fas fa-fw fa-paperclip text-secondary mr-1'></i>$name <a target='_blank' class='mr-1 ml-1' href='../uploads/tickets/$ticket_id/$ref_name'>[View]</a><a href='../uploads/tickets/$ticket_id/$ref_name' download='$name'>[Download]</a>";
                         }
                         ?>
                     </div>
@@ -587,8 +587,6 @@ if (isset($_GET['ticket_id'])) {
                 <!-- Only show ticket reply modal if status is not closed -->
                 <?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_resolved_at) && empty($ticket_closed_at)) { ?>
 
-
-
                         <form action="post.php" method="post" autocomplete="off">
                             <input type="hidden" name="ticket_id" id="ticket_id" value="<?php echo $ticket_id; ?>">
                             <input type="hidden" name="client_id" id="client_id" value="<?php echo $client_id; ?>">
@@ -598,28 +596,29 @@ if (isset($_GET['ticket_id'])) {
                                 <div class="form-group">
                                     <div class="btn-group btn-block btn-group-toggle" data-toggle="buttons">
                                         <label class="btn btn-outline-dark active">
-                                            <input type="radio" name="public_reply_type" value="0" checked>Internal Note
+                                            <input type="radio" name="public_reply_type" value="0" checked>Internal
                                         </label>
                                         <?php if ($contact_email) { ?>
                                         <label class="btn btn-outline-info">
-                                            <input type="radio" name="public_reply_type" value="2">Public Comment & Email
+                                            <input type="radio" name="public_reply_type" value="2">Public + Email
                                         </label>
                                         <?php } ?>
                                         <label class="btn btn-outline-info">
-                                            <input type="radio" name="public_reply_type" value="1">Public Comment
+                                            <input type="radio" name="public_reply_type" value="1">Public
                                         </label>
                                     </div>
                                 </div>
 
                             </div>
 
-                            <div class="form-group">
+                            <div class="form-group mb-0">
                                 <textarea
                                     class="form-control tinymceTicket" name="ticket_reply"
                                     placeholder="Type a response">
                                 </textarea>
                             </div>
 
+
                             <div class="card card-body pb-0">
 
                                 <div class="form-row">
@@ -705,7 +704,7 @@ if (isset($_GET['ticket_id'])) {
                         $user_avatar = nullable_htmlentities($row['user_avatar']);
                         $user_initials = initials($row['user_name']);
                         $avatar_link = "../uploads/users/$user_id/$user_avatar";
-                        $ticket_reply_time_worked = date_create($row['ticket_reply_time_worked']);
+                        $ticket_reply_time_worked = $row['ticket_reply_time_worked'];
                     }
 
                     $sql_ticket_reply_attachments = mysqli_query(
@@ -732,12 +731,19 @@ if (isset($_GET['ticket_id'])) {
                                         </span>
                                     <?php } ?>
 
-                                    <div class="ml-3">
+                                    <div class="ml-2">
                                         <h3 class="card-title"><?php echo $ticket_reply_by_display; ?></h3>
                                         <div>
-                                            <?php if ($ticket_reply_type !== "Client") { ?>
+                                            <?php if ($ticket_reply_type !== "Client" && $ticket_reply_time_worked !== "00:00:00") { ?>
                                                 <div>
-                                                    <br><small class="text-muted">Time worked: <?php echo date_format($ticket_reply_time_worked, 'H:i:s'); ?></small>
+                                                    <br>
+                                                    <small>
+                                                        <i class="far fa-fw fa-clock text-secondary"></i>
+                                                        Time worked:
+                                                        <span class="text-muted">
+                                                            <?= formatDuration($ticket_reply_time_worked) ?>
+                                                        </span>
+                                                    </small>
                                                 </div>
                                             <?php } ?>
                                         </div>
@@ -809,10 +815,10 @@ if (isset($_GET['ticket_id'])) {
 
             <div class="col-md-3">
 
-                <!-- Ticket details right card -->
-                <div class="card <?php if(!$ticket_resolved_at) { echo "collapsed-card"; } ?>">
+                <!-- Ticket activity right card -->
+                <div class="card">
                     <div class="card-header">
-                        <h5 class="card-title"><i class="fas fa-fw fa-life-ring mr-2"></i>Ticket Details</h5>
+                        <h5 class="card-title"><i class="fas fa-fw fa-clock mr-2"></i>Activity Summary</h5>
 
                         <div class="card-tools">
                             <button type="button" class="btn btn-tool" data-card-widget="collapse">
@@ -824,45 +830,45 @@ if (isset($_GET['ticket_id'])) {
 
                         <!-- Created -->
                         <div title="<?php echo $ticket_created_at; ?>">
-                            <i class="fa fa-fw fa-calendar text-secondary mr-2"></i><strong>Created: </strong><?php echo "$ticket_date ($ticket_created_at_ago)"; ?>
+                            <i class="fas fa-fw fa-calendar text-secondary mr-2"></i><strong class="mr-2">Created:</strong><?= date('M d, Y', strtotime($ticket_date)) . " ($ticket_created_at_ago)" ?>
                         </div>
 
                         <!-- Created by -->
-                        <?php if (!empty($ticket_created_by)) {
+                        <?php if ($ticket_created_by) {
                             $row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_created_by"));
                             $ticket_created_by_display = nullable_htmlentities($row['user_name']);
                             ?>
 
                             <div class="mt-1">
-                                <i class="far fa-fw fa-user text-secondary mr-2"></i><strong>Created by: </strong><?php echo $ticket_created_by_display; ?>
+                                <i class="far fa-fw fa-user text-secondary mr-2"></i><strong class="mr-2">Created by:</strong><?= $ticket_created_by_display ?>
                             </div>
                         <?php } ?>
 
                         <!-- Source -->
-                        <?php if (!empty($ticket_source)) { ?>
+                        <?php if ($ticket_source) { ?>
                             <div class="mt-1">
-                                <i class="far fa-fw fa-question-circle text-secondary mr-2"></i><strong>Source: </strong><?php echo $ticket_source; ?>
+                                <i class="far fa-fw fa-question-circle text-secondary mr-2"></i><strong class="mr-2">Source:</strong><?= $ticket_source ?>
                             </div>
                         <?php } ?>
 
                         <!-- Category -->
-                        <?php if ($ticket_category > 0) { ?>
+                        <?php if ($ticket_category) { ?>
                             <div class="mt-1">
-                                <i class="fas fa-fw fa-layer-group mr-2 text-secondary"></i><strong>Category: </strong><?php echo $ticket_category_display; ?>
+                                <i class="fas fa-fw fa-layer-group mr-2 text-secondary"></i><strong class="mr-2">Category:</strong><?= $ticket_category_display ?>
                             </div>
                         <?php } ?>
 
                         <!-- First response (for SLA) -->
                         <?php if ($ticket_first_response_at) { ?>
-                            <div title="First Response: <?php echo $ticket_created_at; ?>">
-                                <i class="fa fa-fw fa-user-clock text-secondary mr-2"></i><strong>FR: </strong><?php echo "$ticket_first_response_at"; ?>
+                            <div class="mt-1">
+                                <i class="fas fa-fw fa-user-clock text-secondary mr-2"></i><strong class="mr-2">First Response:</strong><?= date('M d, Y • h:m A', strtotime($ticket_first_response_at)) ?>
                             </div>
                         <?php } ?>
 
                         <!-- Time tracking -->
                         <?php if ($ticket_total_reply_time) { ?>
                             <div class="mt-1">
-                                <i class="far fa-fw fa-clock text-secondary mr-2"></i><strong>Time worked: </strong><?php echo $ticket_total_reply_time; ?>
+                                <i class="far fa-fw fa-clock text-secondary mr-2"></i><strong class="mr-2">Total time worked:</strong><?= formatDuration($ticket_total_reply_time) ?>
                             </div>
                         <?php } ?>
 
@@ -875,15 +881,15 @@ if (isset($_GET['ticket_id'])) {
 <!--                        --><?php //} ?>
 
                         <!-- Resolved -->
-                        <?php if (!empty($ticket_resolved_at)) { ?>
+                        <?php if ($ticket_resolved_at) { ?>
                             <hr>
-                            <div class="mt-1" title="<?php echo $ticket_resolved_at; ?>">
-                                <i class="fa fa-fw fa-check text-secondary mr-2"></i><strong>Resolved: </strong><?php echo "$ticket_resolved_date ($ticket_resolved_at_ago)"; ?>
+                            <div class="mt-1" title="<?= $ticket_resolved_at ?>">
+                                <i class="fas fa-fw fa-check text-secondary mr-2"></i><strong class="mr-2">Resolved:</strong><?= date('M d, Y • h:m A', strtotime($ticket_resolved_at)) . " ($ticket_resolved_at_ago)" ?>
                             </div>
                         <?php } ?>
 
                         <!-- Ticket closure info -->
-                        <?php if (!empty($ticket_closed_at)) {
+                        <?php if ($ticket_closed_at) {
 
                             $ticket_closed_by_display = 'User';
                             if (!empty($ticket_closed_by)) {
@@ -893,11 +899,11 @@ if (isset($_GET['ticket_id'])) {
                             }
                             ?>
                             <div class="mt-1">
-                                <i class="fa fa-fw fa-user text-secondary mr-2"></i><strong>Closed by: </strong><?php echo ucwords($ticket_closed_by_display); ?>
+                                <i class="fas fa-fw fa-user text-secondary mr-2"></i><strong class="mr-2">Closed by:</strong><?= ucwords($ticket_closed_by_display) ?>
                             </div>
 
-                            <div class="mt-1" title="<?php echo $ticket_closed_at; ?>">
-                                <i class="fa fa-fw fa-clock text-secondary mr-2"></i><strong>Closed: </strong><?php echo "$ticket_closed_date ($ticket_closed_at_ago)"; ?>
+                            <div class="mt-1">
+                                <i class="fas fa-fw fa-clock text-secondary mr-2"></i><strong class="mr-2">Closed:</strong><?= date('M d, Y • h:m A', strtotime($ticket_closed_at)) . " ($ticket_closed_at_ago)" ?>
                             </div>
 
                             <?php if ($ticket_feedback) { ?>
diff --git a/functions.php b/functions.php
index 26fd1166..e6b2acb8 100644
--- a/functions.php
+++ b/functions.php
@@ -1998,3 +1998,20 @@ function dbRollback(mysqli $mysqli): void
 {
     $mysqli->rollback();
 }
+
+function formatDuration($time) {
+    // expects "HH:MM:SS"
+    [$h, $m, $s] = array_map('intval', explode(':', $time));
+
+    $parts = [];
+
+    if ($h > 0) $parts[] = $h . 'h';
+    if ($m > 0) $parts[] = $m . 'm';
+
+    // show seconds only if under 1 minute total OR if nothing else exists
+    if ($h == 0 && $m == 0) {
+        $parts[] = $s . 's';
+    }
+
+    return implode(' ', $parts);
+}
diff --git a/js/app.js b/js/app.js
index 96fc95f4..d5f13e8b 100644
--- a/js/app.js
+++ b/js/app.js
@@ -183,7 +183,7 @@ $(document).ready(function() {
         browser_spellcheck: true,
         contextmenu: false,
         resize: true,
-        min_height: 300,
+        min_height: 150,
         max_height: 600,
         promotion: false,
         branding: false,
@@ -321,7 +321,7 @@ $(document).ready(function() {
         plugins: 'link image lists table code fullscreen autoresize',
         license_key: 'gpl',
         setup: function(editor) {
-            
+
             editor.on('init', function() {
                 window.onbeforeunload = function() {
                     // If editor is dirty AND not inside a visible modal → warn