Jot a note on a Helpie ticket, "promised free shipping on the next order", and it turns up on that customer’s Tracksies HQ interaction timeline as well. One customer, one running history, whichever tool you happened to be in when you wrote it down.
The thing you noted in support is often the thing the person packing the next order needs to know. Mirroring the note across means nobody has to remember to copy it over, and it doesn’t go missing in the gap between two screens.
Why it’s worth having
A note is only worth writing if the right person sees it at the right moment. Captured in one place and visible in both, it reaches the order desk and the support desk without anyone forwarding anything or repeating themselves.