Replying to customers and adding internal notes - Helpdesk Docs

Every ticket has a composer at the bottom with two tabs. The one you choose decides who sees your message.

Compose vs. Internal note

Compose — a public reply that goes to the customer on the ticket’s channel (by email for an email ticket, in the chat for a chat ticket) and is added to the conversation.
Internal note — a private message (shown with an amber highlight) that stays with your team only. The customer is never notified and never sees it. Use notes for context, hand-offs, or a question to a colleague.

Both are saved on the ticket, so the full history — what the customer saw and what your team discussed — lives in one place.

Formatting, attachments, and images

The composer is a rich-text editor. Open the formatting toolbar for bold, italic, underline, bullet and numbered lists, quotes, and links. To include files, click the paperclip or drag and drop them onto the composer; paste or insert inline images directly into the body.

CC and forwarding

On a public reply you can add CC recipients to loop others in (paste several addresses at once — duplicates are skipped). You can also forward a ticket to someone outside the conversation, such as a vendor, by entering their address in the To field.

AI assistance

When AI is enabled for your workspace, the composer can help you write:

AI Draft — describe what you want to say and pick a tone; the assistant writes a first draft you can edit.
Rewrite — select text you’ve written and have the assistant rephrase, shorten, or change its tone.
Co-pilot suggestions — inline ghost-text suggestions you accept with Tab, grounded in your knowledgebase.

You always review and edit before sending — the AI drafts, you decide. See Ticket classification.

Macros

Apply a macro to drop in a canned reply (and run its other actions) in one click, then edit before you send.

Replying to a blocked sender