Public replies and private notes, kept apart.
A public reply reaches your customer. A private note is for your team only. Solves keeps the two separate in the interface and on the server, so an internal comment can never go out as a reply.
See the difference
Public reply or private note, never in doubt
A public reply reaches your customer. An amber private note stays with the team. The two are different actions in the composer, and the separation is enforced on the server as well as on screen.
- Notes are saved as internal-only and never enter outbound email
- Replies and notes have their own buttons and colours, so the choice is clear before you type
- Light collaborators can add notes but cannot send public replies at all
How the separation works
Two clearly different actions, enforced in two places
On every ticket you can either reply to the customer or add a private note for the team. These are not two tabs of the same box: they are distinct actions, with their own buttons and colour, so it is always obvious which one you are doing.
The separation is enforced twice. In the interface, a note and a reply look and behave differently, so the choice is clear before you type a word. On the server, a note is saved as internal-only and is never placed into outbound email. Nothing the browser sends can promote a note into a customer reply, which makes the guarantee dependable rather than a matter of agent care.
Permissions reinforce it. Light collaborators, the occasional helper or specialist you bring onto a ticket, can read history and add private notes, but cannot send public replies at all, so they contribute context with no risk of speaking to the customer on the brand's behalf.
The wrong-brand send guard
When you do reply, the composer is locked to the ticket's brand and mailbox. The from-address comes from that mailbox, never from anything the browser supplies, so a reply for one brand cannot quietly go out as another. Changing the outbound brand is an explicit, audited admin action.
Stale-reply prevention
Email is not instant, and customers often write again while you are mid-answer. If a newer message has arrived since you opened the reply, Solves warns you before you send, so you do not answer a question the customer has already overtaken.
What you get
Built so internal stays internal
Replies go to the customer
Public replies send from the ticket's own brand mailbox, with the right from-name and signature, so the customer always hears from the brand they wrote to.
Notes stay with the team
Private notes are stored as internal-only and never enter outbound email. Use them to ask a colleague, record context or hand a ticket over cleanly.
Notes-only collaborators
Light collaborators can read a ticket and add notes but cannot send public replies, so an extra pair of eyes never speaks to the customer.
Send guards, not good luck
The composer is brand-locked and warns you when a newer customer email has arrived, so replies go out to the right person, as the right brand, at the right time.
FAQ
Public replies and private notes questions
What are private notes in a helpdesk?
Private notes are internal comments on a ticket that the customer never sees. Your team uses them to ask a colleague, record context or hand a ticket over. In Solves, private notes are a separate kind of message from a public reply: they are stored differently, shown differently, and can never be sent to the customer by accident.
Can a private note ever reach the customer?
No. A note and a reply are different actions in the composer, with different buttons and colours, and the separation is enforced on the server, not just in the browser. A note is saved as internal-only and is never included in outbound email. Light collaborators can add notes but cannot send public replies at all.
What stops a reply going out late or as the wrong brand?
Two guards. The composer is locked to the ticket's brand and mailbox, so a reply cannot go out under another brand's address. And if a newer customer email has arrived while you were typing, Solves warns you before you send, so you do not answer a question the customer has already moved past.
Keep internal notes internal
Start at £29 and see public replies and private notes working side by side.