If anyone has issues with being able to type ticket a reply/note, here's the current work around (sorry it's kind of a PITA):
The problem occurs when the iFrame for their FreshChat widget loads over top of the page, if you remove the iFrame/widget you can type in the box:
Right click the "FreshChat" widget within FreshDesk and choose "Inspect":
Close the developer console and type your response/note.
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