Skip to main content
Every ticket has a thread. The header is metadata; the thread is the actual discussion.

​
Public replies vs internal notes

Customer tickets use both. Back-office and tracker tickets are built for notes; keep customer-facing talk on the linked customer ticket or conversation.

​
Add a message

On the ticket, write in the composer and send.
  • Leave private off for a public reply
  • Turn private on for an internal note
Your user is stored as the author. The ticket’s last agent activity timestamp updates. The first non-private message on a ticket that had no first response yet also sets first response at.

​
Authors you may see

Messages can come from:
  • A teammate (you)
  • A customer (inbound on shared tickets)
  • The system (status events)
  • An AI agent (when an agent writes on the ticket)
The thread shows the right name and role for each.

​
Drafts and scheduling

Messages support statuses such as draft, scheduled, sent, and failed. Scheduled messages use scheduled at and send at sent at. Failed sends stay on the thread so you can retry from your process.

​
Good thread habits

  • Put facts the customer must see in public replies, not only in notes
  • Put account numbers and internal URLs in notes or teammate-only attributes
  • Do not use the thread as a dump of every Slack sidebar; summarize the decision