Reply to customers and add private ticket notes

Choose Reply or Internal Note first

On an external ticket, Reply creates customer-facing content. Internal Note records private staff context. Select the mode deliberately before entering information, especially when discussing account access, troubleshooting or proposed responses. The ticket timeline distinguishes public messages, internal notes and system activities.

Internal notes are text-only in the current external-ticket workflow. They have no customer recipients or outbound delivery action and are excluded from the customer portal. A note does not satisfy a public-response SLA milestone. For private staff discussion with editable messages and attachments, use an Internal ticket.

Send an email reply with the right participants

1. Open the ticket and review the latest customer message and current Department.
2. Choose Reply and confirm the requester and any persistent CC participants.
3. Write the response and add attachments allowed by the displayed policy.
4. Wait for required attachment safety checks before submitting.
5. Submit once, then inspect the conversation item and its delivery state.

The requester is the fixed primary recipient and Reply All is the default. Authorized participant changes affect future replies. There is no BCC in this support reply workflow. Adding a CC does not grant portal access or an organization-wide support role.

The email attachment policy allows up to 10 attachments with a maximum of 25 MB each, subject to permitted file types and the server's current policy. Read the limits shown in the composer rather than reusing the separate publishing mailing-list limits. Recipient and sender handling comes from the ticket and Department configuration.

Use the channel-specific message format

Telegram/WhatsApp support replies allow up to 4096 text characters, or 1024 characters with media. The current shared composer accepts one safe attachment up to 10 MiB. Social tickets omit email CC and original-email controls.

019 SMS replies use a different composition policy: at most 70 UTF-16 units and no attachments. The authorized preview shows the exact shortened message. Review it before submission, particularly when links or combined emoji consume the available space. The managed Ticket conversation keeps the same shortened text that is queued for delivery.

A confirmed automatic delayed notice on a messaging channel can temporarily disable public staff replies until the next customer message. Internal Note remains available. Check the awaiting-customer state and channel response policy; do not send through a generic Chat composer to bypass the ticket state.

Open email content and files safely

Email messages appear as compact conversation items with a sanitized detail view. Remote images are blocked by default. A permitted internal user can access original email where available; customers do not receive that internal action in the portal.

Attachments can be Pending Scan, Safe, Blocked or Failed. Only Safe files are eligible for preview or download. Pending Scan means the system has not established safety, even if the filename is familiar. A download can also become unavailable after access changes or the file is removed from an edited internal message. Check files and document access rather than circulating an old download link.

Recover from pending, failed or ambiguous sends

A queued reply has been accepted for processing; it has not necessarily reached the provider or recipient. Provider acceptance and delivery are separate outcomes. Known failures can expose an authorized retry, while an ambiguous operation needs reconciliation before another external send is safe.

If the request times out, reload the ticket or operation state before resubmitting. Keep the existing pending or failed record as the recovery point. Staff-created tickets also remain present when their first outbound message fails, so creating another ticket is unnecessary.

When a concurrent ticket change rejects your action, review the refreshed status and participant information before submitting again. Unsent drafts are held in memory while the page is open and should not be treated as durable storage. Before navigating away, use the displayed draft and discard controls carefully.