Support Ticket Module
Using Jamroom
Those options are set by the user in there NOTIFICATIONS page:
* support ticket created:
* support ticket updated:
They have the option of "DO NOT NOTIFY" "SEND EMAIL" or "SEND PRIVATE NOTE". If they have it set to send private note, then a private note will be sent and appear in the menu.
The language strings your pointing to in the screenshot are not in the translation system currently.
They will be in the next version 1.2.3 which will be in the marketplace in a few minutes. Update then run the integrity check and they will appear in the translation system.