Replying to tickets

Public reply vs. internal note

Toggle between Reply (sent to the customer) and Internal note (visible only to your team) at the top of the composer. Internal notes never leave the platform.

Attachments

Click the paperclip to attach files (max 5 MB each). Images render inline in both email and the live chat widget; other files appear as download links.

Live chat replies

Replies to live-chat tickets are delivered in real time to the widget. No email is sent — the customer is already on your site.