Understanding email replies
What is sent, and what is not, when you reply in Desk.
When a customer files a request, Desk emails them a confirmation from that help center. The name they see is Name customers see under Settings → Email & notifications. The mailbox they reply to is a private ticket address on Desk’s inbound domain, or on your own domain once Send from your domain is verified.
Customer emails include a “Please reply above this line” marker. Anything typed above that line is added to the same ticket. Internal notes are never emailed.
If sending is not ready, tickets still save in Desk — finish email setup to start sending.
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