Glossary of Terms

Public Reply

Definition of
Public Reply

A Public Reply is, in the context of a customer support helpdesk platform, a message sent to the all agents involved in a case or ticket, including the end customer. Depending on the platform's specifics, people involved in the ticket may either receive an email or a notification. It is the counterpart of a Private Reply which can only be viewed by the support team via a note in the ticket.

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