Replying, notes, and mentions
Once a conversation is escalated, your team can collaborate and reply directly from the Inbox.
HaloDesk supports customer replies, internal notes, and team mentions, all from the same interface.
Replying to customers
When replying to a ticket, you can send a customer reply.
Customer replies:
Are delivered by email to the customer
Continue the same conversation thread
Keep the full history visible in the Inbox
Customers can reply back by email, and their response will appear in the same ticket.
Internal notes
Internal notes are visible only to your team.
Use notes to:
Add context to a conversation
Leave reminders
Document decisions
Share internal information
Notes do not notify the customer and are never sent externally.
Mentioning team members
Inside an internal note, you can mention a teammate.
When you mention someone:
They are notified
The ticket appears in their Mentions inbox view
Collaboration stays tied to the conversation
This is useful when:
You need input from another team member
You want to hand off context without reassigning the ticket
Switching between reply types
Before sending a message, make sure you are:
Sending a customer reply when talking to the customer
Writing an internal note when communicating internally
This prevents accidental messages being sent to customers.