I would like to +1 to this idea. Please allow for drag-able expansion of the message box in all areas of freshdesk.
The message box is VERY small and you cannot fit much text inside the default view without scrolling.
I work for a software company that provides a lot of procedural help and documentation, so we need to be able to embed images and step-by-step instructions that take up many lines of text. It is very helpful to see more of our reply in the message box.