Replies and internal notes
Send a customer reply
- Open the ticket.
- Check the recipient and project mailbox.
- Write your reply.
- Check the indicated origin: Written by a person, or AI with human approval after adopting an AI draft.
- Select Send reply.
Tickessa sends through the assigned project's mailbox. The ticket number and standard email headers associate subsequent customer replies with the conversation.
Every sent reply receives an immutable origin record and a readable notice in both the plain-text and HTML email. See Response origin and AI transparency.
The ticket's Reply language selects the language of system notices and the signature. The project default applies unless overridden. It does not translate the reply you wrote. Administrators edit these texts under Languages and email templates.
A customer reply leaves the system as an email. Check the recipient, content and project before sending.
Adopt an AI draft
Use in reply copies a reviewed suggestion into the editor. Read and edit the complete text. Only the normal send button sends it. Automatic sending has not been approved on the reference installation.
See AI assistance in tickets for details.
Handle a personal review request
If a recipient requests personal review of an automatic reply, the ticket appears in Personal review with a visible marker. A notice explains whether the request came through the confirmation link or a normal email reply.
Read the original automatic reply and the entire conversation. Write the next response yourself, or fully review an AI draft and send it manually. Only a successful send fulfils the request. Automatic sending remains permanently blocked for this conversation afterwards.
Link protection, expiry, revocation and errors are covered in Personal review of automatic replies.
Add an internal note
Internal notes are visible only to authorised Tickessa users and are not sent as customer emails. Use them for handovers, review results and internal questions.
Keep sensitive credentials in the designated protected systems. Passwords, API keys and server access details do not belong in tickets or notes.
Attachments
The server validates attachments and provides them only to authorised users. Treat unexpected files with the same care as ordinary email attachments.