Also, my CSS fix didn't work, I think for mine to work, I'd have to edit your css and remove one line.

FOUND IT! 🙂

If in the field config you have HTML input allowed the box breaks.

This allows me to fix it, because I don't need them to enter HTML, but might help you see the issue?

I simply removed the checkbox and it fixed it.

I still can't reproduce the issue on my end. 

With Allow HTML selected the redactor toolbar is present, when deselected it is not.

So unfortunately your users will not have access to the formatting tools that the toolbar provides:

If you decide at some point that you would like me to investigate further, I will need you to create a temporary agent account (Admin Panel > Agents > Add New Agent) using info@osticketawesome.com. Be sure to give the account full administrative privileges. 

But if you're happy with this solution, great!

I'll marked this Resolved for now, but I am happy to investigate further if you wish me to do so.