Reply, forward, and add notes
Talk to customers and to your team from the ticket's conversation view.
Open a ticket to see its conversation, with a properties panel beside it. Below the messages is where you write.
Three ways to write
| Action | What it does |
|---|---|
| Reply | Sends a message to the customer. |
| Forward | Sends the conversation to someone else, for example a specialist outside the desk. |
| Note | Visible to your team only. A note is never sent to the customer. |
Replies and forwards support To, Cc, and Bcc, formatting, links, images, and attachments. Internal notes are clearly marked in the conversation so nobody mistakes them for something the customer can see.
Make replies easier
- Your email signature is added to the replies you send. An administrator can set a signature for each person under Admin → Users.
- Attach a Help Center article to the ticket, so it records which article helped. See Help Center articles.
- With the AI assistant (Pro and Enterprise) you can draft a reply and refine it before sending. See AI assistant.
Work together without duplicating effort
- Presence. When a colleague has the same ticket open, you see it, so two people do not answer the same customer.
- Timeline. The Timeline tab lists every change made to the ticket: status, priority, assignee, and more.
- Ticket chat. The Chat tab is a private thread with teammates about this ticket (Pro and Enterprise).
What the customer receives
Replies go to the contact by email, from your support address. If you have verified your own sending domain, they come from your domain. When the customer answers, the reply is added to the same ticket. See Connect your support email.