When a customer is waiting on you, the fastest way to help is a clear public reply from the ticket itself. A public reply is emailed to the customer and appears in their portal thread, so the whole conversation stays in one place. This guide shows you how to send one from the ticket detail page.
How to send a public reply in Cornerspot
Replies are sent from the ticket detail page at /dashboard/support-hub/support/{id}. Here's the quickest path, start to finish.
1. Open the ticket inbox
From the left-hand menu, open Support Tickets and choose Ticket Inbox to reach your shared queue at /dashboard/support-hub/support.
2. Open the ticket
Click the ticket you want to answer. The full conversation opens, with the customer's message timeline on the left and a Customer details sidebar on the right.
3. Stay on the “Public reply” tab
At the top of the reply box you'll see two tabs: Public reply and Internal note. Keep Public reply selected — this is the message the customer receives. (Switch to Internal note only when you want a team-only comment the customer never sees.)
4. Type your reply
Write your response in the rich-text editor (it prompts you with “Type your reply…”). You can also Attach files or use Knowledge Base to drop in a relevant help article as you write.
5. Send the reply
Click Send — or press Ctrl + Enter (⌘ + Enter on a Mac). Your reply is posted to the thread and emailed to the customer right away.
6. Your reply is posted
The reply appears immediately in the conversation timeline, so your whole team can see exactly what was said and when.
Good to know
- Public vs. internal: A public reply is visible to the customer and emailed to them; an internal note stays visible only to your team.
- Resolved tickets reopen: If you reply to a ticket that was marked Resolved, it automatically moves back to Open so the conversation can continue.
- Jump to the reply box: Press r anywhere on the ticket to focus the public reply editor instantly.
- Add context: Use Attach for files and Knowledge Base to insert a help article the customer can read alongside your answer.
Tips for great support replies
- Open by acknowledging the customer's issue so they know they've been heard.
- Give clear next steps, and confirm what you've already done on your end.
- Invite them to reply if anything is still unclear — they can answer right from their email or portal thread.