When viewing a ticket, there is a right-hand sidebar that shows Company, contact, deals, etc...
When answering support tickets from customers, it is often nice for support agents to share comments about a customer's setup or other information that can help in answering tickets from the customer.
What may be nice would be to show "pinned" company notes in the ticket sidebar. This way it'd be easy to have a note per-customer where support agents could keep a running commentary about supporting that particular customer.
By limiting it to pinned notes, it's only showing things that are considered "important" in some way.
The other way would be to have an explicit field for customers for support commentary accessibe just to support agents and show this field in the sidebar.