What is the difference between ticket comments and team feeds?
Comments and Team Feeds are two different features developed for the same purpose, i.e., collaboration. However, their use case may vary depending on the way you would want to collaborate with other agents in Zoho Desk. The major differences between comments and feeds are the following:
Comments | Team Feeds |
Comments can be accessed on records like tickets, activities, articles, etc. | Feeds can be accessed under the Team Feeds section of the Tickets home page. |
Comments are used to add extra information about a record. | Feeds is where you can share your views or discuss about records with co-workers to speed up the customer support process. |
Comments can be either private (viewable by you and your coworkers) or public (added by you or the customer). | Feeds is strictly for internal team collaboration that helps teams ideate, discuss, and work together. |
You can mention other agents in a comment, and that agent will receive an email notification of your mention. | You can start a private conversation with other agents by sending a direct message. |
Comments do not trigger any automated notifications or offer real-time updates. | Feeds provide real-time updates on the records that you follow or owned by you. |
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