How do my clients see the messages sent from HelpDesk?

Rafal Kloc
1 min read
updated: Jul 1, 2019

One of the key values in customer support is to give both precise and personal answers to your customers.

The messages sent from HelpDesk look like standard emails. Your customer sees only the actual answer to their query. You can change the Assignee, write a Private Note, or change the Status of a ticket. It won’t be visible to your customer.

Here’s an example of a conversation in HelpDesk:

The ticket view in HelpDesk.

The HelpDesk’s details are visible only to you and your agents. Your customer will see a message that can look like this:

How your customers see messages sent from HelpDesk.

You can change the look and feel of your messages by editing the email template. Customize your email template by adding branding and necessary parameters.

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