Private Replies

What Are Private Replies & How to Use Them

Private Replies are internal notes added to a ticket that are visible only to your support team — not the customer. They’re designed to support better collaboration between agents, admins, and other stakeholders without disrupting the customer-facing conversation. Private replies are an essential tool for teams working on complex or multi-stage issues, where context needs to be preserved across shifts, escalations, or handovers.

Key Characteristics of Private Replies

Feature	Behavior
Internal-Only	Not sent to the customer. Only visible to team members with ticket access.
Time-Stamped	All private replies are logged with author name, timestamp, and content.
Multiple	Agents can continue to add as many private replies as needed during the ticket lifecycle.
Available on Closed Tickets	You can add private replies to tickets even after they are closed — helpful for internal documentation or audit trails.

How to Add a Private Reply

Open the ticket you’re working on.
At the bottom, switch to the “Private Reply” tab in the composer.
Type your internal message (e.g., context for the next agent, follow-up notes, next steps).
Click Send — it will be logged in the timeline as an internal note.

When to Use Private Replies

Agent Handover: Leave context for the next person taking over the ticket.
Team Collaboration: Add notes for an admin or a specialist to take action.
Root Cause Tracking: Internally document what caused the issue.
Escalation Notes: Add supporting info for why a ticket is being escalated.
Post-Closure Documentation: Explain why a ticket was closed or resolved, even after resolution.

📌 Private replies are also logged in audit trails, making them useful for team reviews and accountability.

Why Private Replies Matter

Keep the customer experience clean and focused, without exposing internal chatter.
Ensure seamless team communication within the context of the same ticket.
Help preserve history and reasoning behind every support decision.