Messaging

The ticket conversation is where the work happens. Every ticket has a threaded message history that includes client replies, agent responses, and internal notes — all in chronological order.

Replying to Clients

Use the reply composer at the bottom of the ticket conversation to write your response. When you send a reply, it is delivered to the client via email and appears in the ticket thread.

Replies support rich text formatting, so you can use bold, italics, lists, and links to make your responses clear and professional.

Internal Notes

Sometimes you need to leave a message for your team without the client seeing it. Switch the composer to Internal Note mode to write a note that is only visible to agents and admins.

Internal notes appear with a distinct yellow tint in the conversation thread so they are immediately recognisable. They are never included in emails to the client.

File Attachments

Click the paperclip button in the composer to attach files to any message — replies and internal notes alike.

• Size limit: Each file can be up to 50 MB.
• Images are displayed as inline thumbnails in the conversation, so screenshots and photos are easy to review without downloading.
• Other file types (PDFs, spreadsheets, documents) appear as download links with the file name and size.
• You can send an attachment-only message — just attach the file and send without typing any text.

Watchers

Any team member can watch a ticket to receive the same notifications as the assigned agent — new replies, status changes, escalations, and SLA alerts.

To manage watchers, open the ticket and look for the Watchers section in the detail panel on the right. Click + Add to choose a team member from the dropdown. Click the × on a watcher chip to remove them.

• Watchers receive the same agent-facing email notifications as the assignee.
• Adding or removing a watcher is recorded in the ticket's activity log.
• Watchers do not appear in the client-facing conversation — this is an internal feature.

Smart Draft (AI)

The Smart Draft button in the composer uses AI to generate a suggested reply based on the ticket conversation. The draft appears in the composer where you can review, edit, and refine it before sending. It is a starting point, not a finished response — always review AI-generated text before sending.

Real-Time Updates

The ticket conversation updates in real time. When another agent adds a reply or note, or when the client responds via email, the new message appears in your view automatically — no page refresh needed. This keeps your team in sync when multiple people are looking at the same ticket.