Replying, internal notes and canned responses

The composer under the conversation has two modes:

• Reply to requester: shown in their portal and emailed to them. Replying to the email adds their answer to the same case.
• Internal note: visible to staff only, marked with a yellow “Internal note · staff only” label. It is never emailed, never shown in the portal and never included when a case is forwarded.

Canned responses

Pick a saved answer from Insert a canned response. Placeholders fill in automatically: {{requester_name}}, {{agent_name}} and {{case_ref}}. Admins manage the list under Settings › Case setup; agents can also save their own. Agents can edit or delete their own responses; admins can edit or delete any response.

Attachments

Attach files to a reply or note. Files emailed in by the requester are attached to the case automatically. Your organization's storage limit applies to both.

First response

Your first public reply records the case's first response time, which is measured against the response target of your service levels. A case with no reply yet shows No first reply in the list.