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 clients.

The messages sent from HelpDesk look like standard emails. Your client 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 will not be visible to your client.

Here’s an example of a conversation in HelpDesk:

The ticket view in HelpDesk

The HelpDesk details are visible only to you and your agents. Your client will see a regular message that looks like this:

Ticket seen in Gmail as an email

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