Help -> Inbox -> Notes and Replies
Starting Point: Logged into Manager and navigated to "Manager -> Main -> Inbox".
The goal of this help article is to describe the differences between Ticket Notes and Replies.
Notes
Notes are a helpful internal tool for your Leadership Team. You can add Notes to any Ticket (except some System and Notification Tickets), and Notes can be seen by any Admin as well as by Leaders who are either the Assigned Person or are a Coordinator of the Ticket's Assigned Group. Notes are never sent by email, and Notes are only visible within the Manager.
Replies
Replies are very useful when communicating with people outside of your Leadership Team. Replies are similar to Notes in that Admins and Leaders can see Replies within the Manager, but Replies are also sent by email to the individual designated as the Ticket Person. For example, if someone submits a Web Form, then a new Ticket is created and the person who submitted the form is automatically designated the Ticket Person, and any Replies will be sent to their email address. Some Tickets allow for Replies and some Tickets do not.
Examples of Tickets With Replies
Below are some examples of Tickets that allow replies.
- Tickets created by Web Form Submissions
- Tickets created by replies to Group Emails
- Tickets created by sending an Outgoing Email Ticket to someone through the People Database.
These types of Tickets are designed to communicate with people outside of your Leadership Team.
Examples of Tickets Without Replies
An example of Tickets that do not allow Replies are Tickets created by and Admin or Leader within the Manager by going to "Inbox -> Manage -> Create Ticket". Also, Tickets created by the Ministry Inbox system do not allow for Replies either. These types of Tickets are designed to help with your Leadership Team's internal communication and coordination.
Related Help Documentation:
Applicable Manager Links:
