What is the purpose of the 'Ticket Comments' section in Zendesk?

The 'Ticket Comments' section in Zendesk primarily serves to facilitate internal agent communication. This feature allows agents to leave private notes and comments that are not visible to the end-user. These internal comments are crucial for collaboration among team members, enabling them to share insights, updates, or ask questions about a ticket without exposing that information to the customer. This internal dialogue helps agents work more efficiently and effectively resolve issues by keeping all relevant parties informed.

The other options do not capture the main function of this section. While customers have their own space for leaving feedback or responding to tickets, it does not pertain to the main purpose of the 'Ticket Comments' designed for internal agent discussions. The comment section is not utilized for finalizing ticket resolutions, though it may contain information that leads to resolution. Additionally, it's not intended for ticket assignment purposes—that functionality is handled separately in the ticket organization system.