Types of Comments
Every ticket has a comment thread visible in the main body of the ticket page. There are two types of comment:
| Type | Description | Visible to Customer? |
|---|---|---|
| Public Reply | Sent to the customer by email and visible in the customer portal. | Yes |
| Internal Note | Private note visible only to agents and managers. Shown with a yellow background. | No |
Writing a Reply
- Open a ticket.
- At the bottom of the page, the Reply composer is open by default. Make sure the toggle is set to Public Reply (blue) not Internal Note (yellow).
- Type your response. The composer supports rich text: bold, italic, lists, code blocks, and inline images.
- Attach files by dragging them onto the composer or clicking the paperclip icon.
- Select an Email Signature from the dropdown. The platform resolves the best match in order: your personal signature → your team's signature → the global fallback.
- Click Send Reply. An email is sent to the contact's email address with the reply body.
Writing an Internal Note
- In the Reply composer, click the Internal Note toggle.
- The background turns yellow to signal this is private.
- Type your note — mention colleagues with
@nameto notify them. - Click Add Note. No email is sent.
Variables in Replies
You can use variables in reply templates and macros:
| Variable | Resolves to |
|---|---|
$customer.name |
The linked customer's company name. |
$contact.firstName |
The contact's first name. |
$ticket.id |
The ticket reference (e.g. INC-3F2A1C). |
$user.name |
Your display name. |
$user.email |
Your email address. |
$user.jobTitle |
Your job title. |
$org.name |
Your organisation name. |
Email Signatures
Signatures are managed in Admin → Helpdesk → Signatures. Three scopes exist:
- Personal — set by you for your own replies. Highest priority.
- Team — set by a team manager for the whole team.
- Global — org-wide fallback set by an admin.
The composer auto-selects your personal signature. Use the signature dropdown to switch to a team signature if needed.
Quoting Previous Replies
Click the Quote button under any prior comment to insert it as a quoted block in your new reply. This keeps email chains readable.