Ticket Conversation, Replies and Internal Notes
How ticket messages differ, what customers can see and how outbound email relates to replies.
Conversation
The ticket page combines the customer-facing conversation and Staff activity needed to work the request.
Reply
A Reply is intended for the customer. It is stored on the ticket and participates in the outbound email/signature workflow.
Internal Note
A Note is for Employees and Administrators. It is not exposed to the customer.
Email signature
Customer-facing replies use the configured default or supported Employee signature behavior. The applied signature is stored with the reply.
Attachments and related modules
Files and other related ticket information appear when their modules are enabled and the user has access.
Good practice
Use Replies for information the customer should receive. Use Notes for investigation, escalation details and internal coordination.