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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