Reply to a customer on a ticket
Read the customer conversation on a service request and send a human-written reply from the ticket.
Every service request keeps the back-and-forth with the customer in one place: the Conversation card on the ticket. You read what the customer sent and reply to them from the same thread, so the ticket is a complete record of the exchange.
The conversation thread
On a ticket (/service/requests/[id]), the Conversation card shows
messages oldest-first so the thread reads top to bottom:
- Customer messages are what came in — from the intake form, email, or another channel. When the channel is known, it's shown next to the message (for example, "via email").
- Agent messages are the replies your team has sent, highlighted so they stand apart from inbound messages.
If nothing has been exchanged yet, the card shows "No messages yet."
Send a reply
- In the Conversation card, type your message in the reply box.
- Choose Send reply.
Your reply is recorded on the thread and queued for delivery to the customer on the original channel. Replies are human-written — there is no automatic send, so the customer only ever receives what an agent chose to send. Sending a reply requires service-request write permission.
Tips
- Use the Conversation for anything the customer should see. For internal context, use the Notes card instead — notes stay on the ticket and are never delivered.
- Keep the ticket status current as you reply (in progress, resolved) so the queue reflects where the work really is.