Reply and internal notes
Agents and admins reply from the ticket detail page.
External replies
Section titled “External replies”External replies are customer-facing. Use them for messages the customer should receive.
By default, an agent or admin external reply submits the ticket as Pending because the team is usually waiting for the customer after replying.
Internal notes
Section titled “Internal notes”Internal notes are for the support team. They are visually marked as internal in the conversation.
Use internal notes for context, handoffs, research, or reminders that customers should not see.
Submit-as status
Section titled “Submit-as status”The reply button shows the status that will be applied when the reply is submitted.
Agents and admins can choose a different submit-as status from the dropdown. Customer replies default to Open.
Rich text and attachments
Section titled “Rich text and attachments”Replies support rich text, images, and file attachments.
If files or images are still uploading, MuninX prevents sending until uploads finish. Remove failed attachments or upload them again before sending.
If you try to leave a page with an unsent reply, MuninX warns that your draft may be lost.