Replies and notes
The box under the conversation is for answering the requester and for notes to your colleagues. It isn't there on a held request (accept it first) or on a case that was merged into another.
Reply or internal note
Switch between Reply and Internal note at the top of the box.
| Reply | Internal note | |
|---|---|---|
| Who sees it | The requester, by email and on their case page. The box says who it goes to ("To Sam Taylor"). | Your team only ("Only your team sees this"). The requester never sees it. |
| Sent | None | |
| Status | Changes (see Sending) | Unchanged |
| On the timeline | The reply, with its signature | Marked Internal note |
[!TIP]
⌘ ↵(Ctrl ↵on Windows and Linux) sends the reply, or adds the note.
Writing in Markdown
Replies and notes are written in Markdown: **bold**, *italics*, lists, links, `code`, quotes, tables and
headings. A single line break is kept as a line break. HTML you type is removed, and so are images; attach files
instead.
Signatures
Your signature is added below every reply, in the brand of the case's unit, so the same person can sign off for different brands. Emails go out as … under Details on the case says which brand it is.
Your admin sets the signature for each brand and language. It usually uses your sign-off name and title, which you set in Settings → Profile (the sign-off name defaults to your first name). The signature a reply was sent with is shown under it on the timeline.
Preview
The eye button shows the email exactly as the requester will get it, with the subject, brand, signature and the link to their case page. It's only there for replies.
Attachments
The paperclip button adds files, to replies and notes alike. Files on replies can be downloaded by the requester; files on notes stay internal.
| Limit | Value |
|---|---|
| Files per message | 5 |
| Size per file | 10 MB |
| Types | PNG, JPEG, GIF, WebP, PDF, text (.txt, .log), CSV, zip, Word (.docx), Excel (.xlsx) |
[!NOTE] A file whose content doesn't match its type (a renamed file) is refused.
Canned replies
In Reply, the speech-bubble button lists the canned replies for this case's unit and the units above it. Picking one inserts its text, after what you've already written. Edit it as you like before sending. How to create them is in canned replies.
Sending
Written → Sent → Pending
Sent → Resolved: you click Send and resolve
Pending → Open: the requester writes back
| Button | What happens |
|---|---|
| Send | The reply is emailed and the case becomes Pending: you're waiting for the requester. |
| Send and resolve | The reply is emailed and the case becomes Resolved. |
| Add note | The note is saved. Nothing is sent. |
[!NOTE] Your team's first reply on a case counts as the first response for the service level.
What the requester sees
The email
The requester gets an email from the brand, with the subject "Re:", the case's subject and the reference in brackets. It has your reply with the signature and a button to view the request.
[!IMPORTANT] Unless your admin has set up email replies, a line says to reply on the case page, because answers to the email aren't read. With email replies, an answer to the email goes on the case like one written on the page.
Their case page
Their case page shows the conversation: their own messages, your team's replies signed with the agent's sign-off name and the brand ("Sam, Example Support"), and status changes. Internal notes, drafts and other events (who was assigned, which rule ran) don't appear.
On the page they can:
| They | What happens |
|---|---|
| Write back, with up to five files of 10 MB each | The case becomes Open and the assignee (or the unit's agents) gets an email. |
| Click "This is solved" | The case is resolved. |
| Reply to a closed case | A new case opens with their message. |
What requesters write is shown as plain text, never as Markdown or HTML.
Drafts from AI assistants
An AI assistant connected through the MCP server can draft a reply instead of sending one. The draft is on the timeline as an internal note marked Draft reply, with "via" and the assistant's name.
[!IMPORTANT] Nothing is sent until a person sends it.
- Click Use this draft: the text goes into the reply box.
- Check it, and change it if needed.
- Send it as your own reply.
Satisfaction survey
The first time a case is resolved, the requester gets a short email from the brand: "How did we do?", with Great, Okay and Not good. One click records the answer; the page it opens may ask a few more questions and have room for a comment. They can change their answer later.
[!NOTE] It's sent once per case, even if it's reopened and resolved again, and not for a case that was merged into another.
Which survey a case gets, or none, depends on its unit; admins set that up in Satisfaction surveys.
The answer appears on the timeline ("The requester rated this Great", with the comment) and at the top of the case. It counts in the reports for the unit and for the person the requester dealt with: the assignee, or otherwise whoever replied last.