# Reply to a ticket

> Send a customer reply from the ticket composer, add recipients and attachments, use a template, or leave an internal note.

URL: https://www.agencytitan.com/help/tickets/reply-to-a-ticket/

Use **Reply** to send a message to the customer. Use **Internal note** when the message is only for your agency team. Both options live in the composer at the bottom of the ticket conversation.

## Who this is for

Agency team members who communicate with customers or add private context to tickets. Requires ticket management access to send replies or add notes.

## Before you begin

- Open the ticket from **Tickets** ([/tickets/inbox](https://app.agencytitan.com/tickets/inbox)). See [Find and work tickets](/help/tickets/find-and-work-tickets/).
- For an email reply, the ticket needs an outbound-capable connected inbox and at least one valid **To** recipient.
- For an SMS reply, the ticket must have a requester phone number and an outbound-capable SMS inbox.

## Send a customer reply

1. At the bottom of the ticket, select **Reply**.
2. When a **From** control appears, confirm the sending inbox. If more than one sender is available, choose the correct one.
3. Review the **To** recipient. Add at least one valid address for an email reply.
4. Optionally add **Cc** or **Bcc** recipients.
5. Write the response in the composer.

   ![Ticket reply composer with a recipient, formatting controls, a drafted response, Enhance with AI, and Send controls](/docs/screenshots/tickets-v2/ticket-reply-composer.png)

6. Optionally use the composer tools:
   - Format text with bold, italic, underline, lists, links, and other controls.
   - Attach a file.
   - Insert an active reply template. See [Create reply templates](/help/tickets/create-reply-templates/).
   - Choose a signature.
   - Select **Draft with AI**, or **Enhance with AI** when text is already present.
7. Select **Send**.

The arrow beside **Send** opens additional options such as **Schedule send...** and **Request review...** when those features are available to you.

:::note[Email and SMS composers differ]
Email replies use **To**, **Cc**, and **Bcc** fields and can include attachments. SMS replies show the requester receiving the text and a character count. Attachments cannot be delivered over SMS.
:::

## Add an internal note

1. Select **Internal note** in the composer.
2. Enter the context your team needs.
3. Select **Add note**.

Internal notes are marked **INTERNAL NOTE** in the conversation. They are private to your agency and are never sent to the customer.

![Ticket conversation showing an amber internal note that is visible to the agency team and not sent to the customer](/docs/screenshots/tickets-v2/ticket-detail-conversation.png)

## Draft behavior

- Reply and internal-note modes keep separate text while you switch between them.
- Reply drafts can save automatically and may appear in a draft tab.
- Another team member's claimed draft is read-only unless you adopt or manage it through the available draft controls.
- Do not treat a draft as sent until the message appears in the conversation.

## Expected result

- A sent reply appears in the ticket conversation as an outbound message.
- An internal note appears in the conversation with an **INTERNAL NOTE** label.
- The ticket activity records the update.

## Troubleshooting

| Symptom | Likely cause | What to do |
| --- | --- | --- |
| **Send** stays disabled | Reply body or valid **To** recipient is missing | Add the message and at least one valid recipient |
| No **From** sender is available | Ticket has no outbound-capable inbox | Ask someone with ticket settings access to connect or repair the inbox |
| Sender shows **Disconnected** | The inbox credential is no longer connected | Reconnect the provider in Integrations, then retry |
| Template is missing | Template is inactive or your search excludes it | Clear template search or activate it in **Reply Templates** |
| Message should not go to the customer | Wrong composer mode | Switch to **Internal note** and select **Add note** |
| SMS cannot include the attachment | SMS does not deliver attachments | Remove the attachment or send it through another approved channel |

## Related articles

- [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.
- [Find and work tickets](https://www.agencytitan.com/help/tickets/find-and-work-tickets/): Use inboxes, quick filters, statuses, departments, client filters, and search to find and open tickets in the Tickets inbox.
- [Assign and update a ticket](https://www.agencytitan.com/help/tickets/assign-and-update-a-ticket/): Change ticket status, priority, assignees, client, department, tags, privacy, and inbox from the ticket view.
- [Create reply templates](https://www.agencytitan.com/help/tickets/create-reply-templates/): Create shared ticket reply templates with formatted content and shortcodes, then insert active templates from the ticket composer.
- [Set up a ticket inbox](https://www.agencytitan.com/help/tickets/set-up-a-ticket-inbox/): Connect an email or SMS channel in ticket settings and configure visibility, defaults, inbound behavior, and outbound behavior.