Replying to customers
Customer replies are emailed with any attachments. Internal notes are not.
Open a ticket and choose Reply to customer, then Send reply. That message is visible on the customer’s private ticket link and is emailed when sending is set up.
Files you attach on a customer reply (images, PDF, or plain text, up to 5 MB) are included in that email. In the ticket thread, photos show as previews you can enlarge and close without leaving Desk. Other files open outside Desk so you are not stuck inside the app.
The customer can reply on that same private link or by email when inbound mail is configured. Keep the link private — it is the customer’s access to the thread.
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