Public replies go to the customer and are part of the conversation thread they can see. Private comments are internal notes for the agent team only. When composing a reply in Zoho Desk, agents select Public Reply to send to the customer or Private Comment to add an internal note.
Public replies support rich text formatting in Zoho Desk. Agents can use canned responses, email templates, and Zia’s Reply Assistant to compose replies. The reply is delivered in the format appropriate for the channel: HTML for email, plain text for SMS, message format for WhatsApp.
Every public reply is timestamped and logged in the ticket thread. This creates a full audit trail of customer communication that managers can review for quality assurance and agents can reference when following up.
A public reply is a customer-facing response sent by an agent from within a ticket. It is delivered to the customer via the original contact channel (email, WhatsApp, etc.) and is visible to the customer in their conversation history.
A public reply goes to the customer and forms part of the support conversation they can see. A private comment is an internal note visible only to agents, used for team coordination without customer visibility.
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