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 (opens in new tab) ). See 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.

   

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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.
   • 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.

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.

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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