Conversations

Each ticket contains a threaded conversation between the requester and support agents. Internal notes let your team collaborate without exposing messages to the customer.

Note:

• Public replies visible to both customer and agents
• Internal notes visible only to agents
• File attachments on replies (configurable size and count limits)
• Canned responses for common agent replies
• Pinnable internal notes -- pin important notes to the top of the ticket for quick reference
• Side conversations for collaborators outside the main requester thread