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