Write a note or a reply
Below the activity of a ticket, choose what you are writing:
The internal note is always preset, and the choice goes back to it after each send, so nothing reaches the customer by accident. Public replies carry the Public label in the activity.
Comments that customers write, in the portal or by email, are always public.
Take a reply back
A public reply can be taken back out of the portal: select the eye icon next to Public. The reply becomes an internal note again and the customer no longer sees it in the portal. An email that already went out stays sent. A note can’t be made public after it was saved. Write a new reply to the customer instead. Who can take a reply back: the person who wrote it, and anyone who may edit every work item of the space.Reply templates
Recurring answers can be kept as templates. Project administrators write them in the project settings under Service, Reply templates. In the ticket, the Template button next to the choice between note and reply opens a list with search; the chosen text goes into the editor, where you can still change it. Three placeholders are filled in for the ticket:{{customer.name}} (the requester), {{ticket.key}} and {{agent.name}} (you). Any other text in double braces stays as it is, and the settings page names it when you save the template.
Roadmap items in the portal
Comments of your team on work items that appear on a portal’s roadmap are private as well, unless they are marked public. Only public comments and comments of customers appear in the portal.What the customer is told
Several replies on one ticket within a short time arrive as one email. Your team hears of a customer’s reply through the notifications: the assignee, or, while nobody is assigned, the people watching a queue of the project.