For agents
Public replies and internal notes
The difference between answering the requester and talking to your team — and why it can't be mixed up.
Two kinds of message
- Public reply — the requester sees it in the portal and gets it by email.
- Internal note — only your team sees it. It never leaves your organization: no email, never visible in the portal.
The composer switches as a whole: the box changes colour and says which one you are writing, so a note can't be sent as a reply by accident.
What the requester sees
Requesters see public replies and when the status changed. They do not see internal notes, that notes exist, or who the ticket is assigned to.
Replies by email
When email is set up for your organization, requesters can answer by simply replying to the email we sent; their reply lands on the same ticket. See Email-to-ticket.
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