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.

How to tell them apart

The composer shows clearly which mode you are in, and internal notes are displayed on a different background in the conversation. Look at that background before you press send: it is the one habit that prevents an embarrassing message.

When to use an internal note

• Handing a ticket over with the context a colleague needs.
• Recording what you tried, so the next person does not repeat it.
• Mentioning a colleague with the at sign, which sends them a notification with a link to the ticket.

Good to know

• Notes are never sent by e-mail and never appear in the customer portal.
• Notes do not carry your signature and do not trigger the auto-reply or the satisfaction survey.
• Everything stays on the ticket, so a year later the whole story is still in one place.