The Updates section in the ticket details page contains the following tab:

• All
• Messages
• Attachments 

All Tab :

All tab shows the complete activity log in the ticket which includes Staff/Customer update, ticket property change, tags added, survey result etc.

Messages Tab:

Head to Messages tab if you need to skim through only the updates of staff/customer.

Attachments Tab:

The complete attachments through out the ticket conversation can be found under this tab. You have an option to download the entire attachments per update or jump into the respective update from this tab.