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!