# Public replies and internal notes

> The difference between answering the requester and talking to your team — and why it can't be mixed up.

Source: https://solvey.io/help/replies-and-notes

## 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](https://solvey.io/help/email-to-ticket).