Agent Replies and Internal Notes #

Agents can add two types of replies:

Public Reply — Sent to the customer via email notification and visible in the Customer Portal.

Internal Note — Only visible to agents in the admin. Not sent to the customer. Useful for team coordination.

Adding a Reply #

1. Open the ticket detail view.
2. Click in the reply box at the bottom of the timeline.
3. Select Reply or Internal Note (toggle).
4. Type your message. Use Canned Responses to insert pre-written content (type the shortcut and select).
5. Optionally attach a file.
6. Click Send Reply.

The first agent reply automatically records first_response_at on the ticket, which is used for SLA first-response time metrics.