How do I reply to a customer, or leave a note?

You will have answered the customer, or left a note only staff see.

Before you start

You need the write permission.

Steps

1. Open the ticket.
2. Type in the reply box. Optionally press Insert help article or AI Draft Reply and review.
3. Tick Internal note for a note to colleagues; otherwise leave it clear.
4. Press Send Reply (or Add Note).

What you will see

A public reply appears in the conversation and the status becomes Waiting on customer if it was Open or In progress. The customer gets a bell notification and an email.

If something goes wrong

• Check the button label: Add Note means the customer will not see it.
• Applying an AI draft replaces what you have typed.
• The customer sees "Support Team", never your name.
• If the customer email address is missing only the bell notification is sent.