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Reply to a customer or add an internal note

Write public replies and internal notes, format them, attach files and choose the status to submit as.

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Every comment on a ticket is either a Public reply, which the customer gets, or an Internal note, which only agents can see.

Write a reply

  1. Open the ticket. The composer is at the bottom of the conversation.
  2. Choose Public reply or Internal note. A note has a different colour so you never send one by mistake.
  3. Write your comment. Use the toolbar for bold, italic, lists, links, code and quotes.
  4. Attach files: paste, drop or choose Attach files.
  5. Choose Submit as and pick the status, for example Pending when you wait for the customer.

On email tickets the reply is emailed with your signature. On messaging tickets it goes to the customer’s chat app.

Internal notes and mentions

Type @ in an internal note to mention a teammate. They get a notification and can open the ticket straight from it.

Light agents can only add internal notes.

Extra tools

If your admin turned them on under Admin Center, Tickets, Comment composer:

  • Emoji: a picker with search and recently used emoji;
  • Record audio: record a voice note in the browser and attach it to the comment.

After you submit

Choose what happens next in After submit: Close tab, go to the Next ticket in view, or Stay on ticket. Your choice is saved in your preferences.

If someone else updated the ticket while you were writing, ChaosDesk keeps your reply and asks you to reload, review and submit again.

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