Currently, Zoho Support allows users to add comments to a ticket and have these comments visible on the customer portal. These are called Public Comments. 

We intended these to be a convenient way for agents to let both customers and internal stakeholders know of developments in a ticket. Since then, we've added better and more elegant ways for agents to communicate with customers and employees. Naturally, the usage of Public Comments has come down over time. 

After studying its usage carefully, we've decided to deprecate Public Comments . Going forward, you can use the Reply option (the equivalent of public comments) to communicate with your customers.  Agents can only communicate with internal stakeholders via comments.

This means that:

• All existing public comments will stay intact. No changes will be made to them. 
• The ability to leave public comments from within a ticket will not be available on the interface. 
• The ability to convert an existing private comment into a public comment will also not be available. 

We will be rolling out this update within 3 weeks from now. If you have any concerns about this, feel free to let us know in the comments section below.

Update: Sep 10th, 2016: We have rolled back our decision to deprecate public comments.