When you respond in a ticket, choose a mode from the reply dropdown:
Reply – sends to the customer on the original channel.
Reply all – sends to the customer plus other recipients on the thread.
Forward – sends the conversation to someone else (e.g., a vendor or warehouse).
Internal note – a private message the customer never sees. Use it to leave context for teammates.
@Mentions
Inside an internal note, type @ and a teammate’s name to mention them. They get notified, and you can filter the inbox by Mentions to find tickets where you were tagged.
Send options
The send button has two actions: Send, and Send and mark In Progress. Redo remembers your preferred default so your most-used action is one click.
Internal notes and public replies share one timeline but are visually distinct, so it’s always clear what the customer saw.
Tips
Use internal notes for handoffs and context — never put internal discussion in a public reply.
Double-check Reply all so you don’t loop the wrong recipients into a customer thread.
Set your most-used default send action so closing/working tickets is one click.
@mention a teammate instead of reassigning when you just need a quick answer.
How this connects to other features
@Mentions complement assignment & routing — mention to consult, assign to transfer ownership.
Macros can auto-add an internal note or forward a message, so common handoffs are one click.
Your signature is applied to public replies and forwards.
The AI agent can draft replies you review before sending.