What is the difference between a public reply and a private note?
Raiseaticket offers two ways to communicate within a ticket:
Public Reply:
- Sent to the customer via email
- Visible to the customer in their portal
- Becomes part of the conversation thread
- Use for: responding to the customer, providing solutions, requesting information
Private Note:
- Only visible to agents and admins
- NOT sent to the customer
- Not visible in the customer portal
- Use for: internal discussion, troubleshooting notes, escalation context, handoff information
When composing a response, you can switch between "Reply" (public) and "Note" (private) tabs above the text editor.
