The customer's ticket page
Each ticket has a private page where the customer reads your replies and answers back; their reply lands on the ticket.
Every ticket has its own private page for the customer. The link is in every email you send from the ticket. There the customer sees the status and the whole conversation (without your internal notes) and can reply.
Steps
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Find the link on the ticket. At the bottom right, Customer's ticket page has Copy link (to paste it into a chat or email) and Open (to see it yourself).
The link on the ticket -
What the customer sees. The reference, the status (Open, Waiting for your reply or Solved) and every message between you, newest at the bottom.
What the customer sees -
The customer replies in the box at the bottom and clicks Send reply.
The customer replies -
Their reply is on the ticket. It shows marked Customer, and a ticket that was waiting moves back to In progress, so it is your turn again.
The reply is on the ticket
Warning Anyone with the link can read and reply to the ticket. Share it only with the customer.
Good to know
- Internal notes never show on this page.
- A customer who replies to a solved ticket reopens it.
- Whoever is assigned gets a notification of the reply (or the helpdesk inbox, when nobody is).