Ticket Replies

Once a ticket is created, all communication about it happens through replies. PMSuite provides two distinct reply types: public replies that the client or requester can see, and internal notes that remain private to the support team. This separation lets agents collaborate behind the scenes while maintaining a clean conversation with the requester. This article covers the reply workflow, guest ticket access, visual reply badges, canned responses, file attachments, and known limitations.

Who Can Use It

Company Admin — can post public replies and internal notes; cannot close tickets directly from the reply form (see Limitations).
Ticket Agents — employees assigned to a Ticket Group via Settings → Ticket Settings → Ticket Agents; can post both reply types on tickets routed to their group.

Clients and guest requesters (public-form submitters) can view ticket threads and receive reply notifications but do not compose replies through the agent reply form.

Prerequisites

A ticket must already exist. See Creating a Ticket.
The replying user must be a Company Admin or an agent assigned to a Ticket Group.
For canned responses, configure Reply Templates in Settings → Ticket Settings → Reply Templates before use.

How to Access

Navigation: Sidebar → Workspace → Tickets (/account/tickets) → click any ticket subject or ticket number to open its detail page. The reply box is at the bottom of the conversation thread.

Composing a Reply

Step 1 — Open the Ticket Detail Page

From the Tickets list, click a ticket to open its full detail view. The page shows:

Header: ticket number, subject, status, priority, assigned agent, and group.
Conversation Thread: chronological list of all replies and internal notes, each marked with a badge (see Reply Badges below).
Sidebar Panel: ticket metadata — type, channel, client or requester, and timestamps.
Reply Box: at the bottom, where you compose your response.

Step 2 — Choose Reply Type

Before typing, select the reply type:

Public Reply

A public reply is visible to the client or requester. Use it to:

Answer the requester's question.
Request additional information.
Provide a resolution or workaround.
Confirm the issue has been fixed.

The requester receives a notification (in-app and/or email, depending on Ticket Settings) whenever a public reply is posted.

Internal Note

An internal note is private — visible only to agents and admins within PMSuite. The client or guest requester never sees internal notes. Use them to:

Discuss the issue with teammates before replying to the requester.
Document investigation steps and findings.
Leave handover notes when escalating to another agent.
Record decisions that do not need to be shared externally.

Step 3 — Compose Your Response

Type your message in the reply editor. The editor supports rich-text formatting including bold and italic text, bullet and numbered lists, code blocks, and links.

Step 4 — Attach Files

Click the Attach button or drag files into the reply area to include supporting documents. Supported formats include common image, document, and spreadsheet types. Each reply can contain multiple attachments.

Step 5 — Use Canned Responses

For common questions, click the Canned Response or Insert Template control to select a pre-written reply. The template content is inserted into the reply editor, where you can customize it before sending.

Canned responses save handling time on repetitive requests. See Reply Templates for configuration details.

Step 6 — Send the Reply

Review your message and click Send Reply (for public replies) or Add Note (for internal notes). PMSuite will:

Append the reply to the ticket's conversation thread.
Record the timestamp and author.
Send a notification to the requester (public replies only).

Reply Badges

Each entry in the conversation thread displays a badge that identifies its origin:

Badge	Meaning
Customer Reply	A message posted by the client or guest requester.
Admin Reply	A response posted by an agent or Company Admin.
Internal Note	A private note visible only to the support team.

These badges make it immediately clear who sent each message and whether the content was visible to the requester, without needing to check author details.

Guest Ticket Access (Public-Form Requesters)

When a ticket is submitted through the Public Form by a guest requester (someone without a PMSuite login), the following applies:

Guest link in notification email: The notification email sent to the guest requester includes a unique, token-based guest link. The guest uses this link to view the ticket thread — no account or login is required.
View-only access: Guests can read the public replies on their ticket via the link. They cannot post replies or access any other part of the PMSuite workspace through that link.
Link delivery: The link is delivered in the initial ticket-received notification email. If the guest did not receive the email, verify the email address on the ticket record and check that email notifications are enabled in Ticket Settings.

This feature ensures that requesters who submit tickets via the public form remain informed without needing to create an account.

Changing Ticket Status

When posting a reply you can also update the ticket's status using the ticket's status controls. Common transitions during a ticket's lifecycle:

Open → Pending — Agent is waiting for more information from the requester.
Pending → Resolved — Agent posts the resolution and marks the ticket resolved.
Resolved → Closed — Ticket is finalized.

Effect on Other Features

Round Robin assignment: Ticket Settings → Round Robin distributes incoming tickets across available agents. Replies do not affect assignment but do update the ticket's last-activity timestamp.
Ticket Groups: A ticket stays in its assigned group regardless of who posts a reply. Reassignment is a separate action on the ticket header.
Notification Settings: Whether the requester receives an email for each public reply is controlled in Settings → Ticket Settings. Verify that setting before troubleshooting missing notifications.

Limitations

Limitation	Workaround
Tenant admins cannot close tickets from the reply form.	Use the ticket's status controls (ticket header or sidebar) to change status to Closed independently of posting a reply.
Guest requesters (public-form submitters) can only view the thread via their emailed link; they cannot post follow-up replies through that link.	Direct guests to resubmit a new ticket or contact your team through another channel if they need to provide additional information.
Internal notes are permanently private; they cannot be converted to a public reply after posting.	Copy the note content, open a new public reply, paste and edit, then send.

Troubleshooting

Requester Says They Did Not Receive the Reply Notification

Problem: A public reply was sent but the requester did not get an email notification.

Steps to diagnose:

Confirm email notifications for ticket replies are enabled in Settings → Ticket Settings.
Verify the requester's email address on the ticket record.
For guest requesters, confirm the ticket was submitted via the public form and that the guest notification email was delivered (check your custom SMTP logs or the default notification@pmsuite.co delivery history).

Guest Cannot Find Their Ticket Link

Problem: A guest requester says they did not receive the link to view their ticket.