> ## Documentation Index
> Fetch the complete documentation index at: https://collabase.ch/docs/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Collabase documentation. Interface labels are quoted in English, as they appear in the product.
> Features marked Enterprise need the Collabase Enterprise Edition licence.

# Replies and internal notes

> Answer the customer or leave an internal note on a ticket, and take a reply back out of the portal.

Every ticket of a service project has two kinds of comment. An **internal note** is for your team. A **reply to the customer** is public: the customer sees it in the portal and gets it by email.

## Write a note or a reply

Below the activity of a ticket, choose what you are writing:

| Choice | Who sees it | Email to the customer |
| - | - | - |
| **Internal note** (preset) | Your team | No |
| **Reply to customer** | Your team and the customer, in the portal | Yes |

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

| Event | The customer gets |
| - | - |
| The team sends a reply to the customer | An email with the reply, to the requester and the people the ticket is shared with |
| The ticket is resolved or closed | An email with the new status |
| An internal note | Nothing |

Several replies on one ticket within a short time arrive as one email. Your team hears of a customer's reply through the [notifications](https://collabase.ch/docs/concepts/notifications.md): the assignee, or, while nobody is assigned, the people watching a queue of the project.


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