Public replies vs internal notes

Inside a ticket the composer has two modes.

Reply sends an email to the customer from your connected mailbox, or a chat message if the ticket came from live chat. Your signature is appended automatically.

Internal note is only visible to your team. Notes appear with a yellow background in the thread so nobody confuses them with a customer-facing message. Use them for context, hand-offs and decisions.

Always check which mode is active before pressing send; the button label and the composer colour tell you. Notes are part of the ticket history, so a colleague picking the conversation up later sees exactly why it was handled the way it was.