The collation for support_replies.details is utf8_unicode_ci which supports 3 byte characters. Emojis are 4 byte characters and are better represented by utf8mb4_unicode_ci. However, updating the collation in itself does not allow the storage of emoji's in support replies or summaries, and an error along the following lines is written when trying to do so:

==> general-error-2020-07-31.log <==
[2020-07-31 22:02:05] general.ERROR: PDOException: SQLSTATE[HY000]: General error: 1366 Incorrect string value: '\xF0\x9F\x8D\x84' for column 'details' at row 1 in /home/blestau/public_html/4110/vendors/minphp/db/src/PdoConnection.php:196 Stack trace: #0 /home/blestau/public_html/4110/vendors/minphp/db/src/PdoConnection.php(196): PDOStatement->execute(Array) #1 /home/blestau/public_html/4110/vendors/minphp/record/src/Record.php(275): Minphp\Db\PdoConnection->query('INSERT INTO `su...', Array) #2 /home/blestau/public_html/4110/plugins/support_manager/models/support_manager_tickets.php(557): Minphp\Record\Record->insert('support_replies', Array, Array) #3 /home/blestau/public_html/4110/plugins/support_manager/controllers/admin_tickets.php(494): SupportManagerTickets->addReply('4', Array, Array) #4 /home/blestau/public_html/4110/vendors/minphp/bridge/src/Lib/Dispatcher.php(142): AdminTickets->reply() #5 /home/blestau/public_html/4110/index.php(21): Dispatcher::dispatch('/4110/admin/plu...') #6

We should investigate what is necessary to get this to work and allow emoji's for support tickets. The current situation is not ideal, because if a 4 byte character is submitted it will always result in an error. Better to eliminate the error by allowing the characters.