Use the Add Reply action in the Support Center ticket workspace to send a customer-facing message. Replies are part of the ticket conversation and are different from private internal staff notes.
Send a reply to a ticket
- In WordPress admin, open Support Center → Tickets and select the ticket.
- In the conversation workspace, choose Add Reply.
- Enter the message intended for the customer. The composer supports Visual and Text modes.
- If needed, use Add Media to attach or insert supported media and files.
- Review the message and click Send Reply.
- Wait for the success notice and verify that the reply appears in the ticket conversation.
Optionally mark the ticket as resolved
The reply composer includes a Mark as resolved checkbox. When selected, the interface sends the reply and then requests the ticket status change to Resolved if the reply succeeds. Confirm the final status in the ticket details after submission.
Reply or internal note?
- Add Reply: use for information the customer should receive.
- Add Note: use for private staff context. The note composer is labeled as visible only to support staff.
Do not put private troubleshooting notes, internal decisions, or staff-only context in a customer-facing reply. For conversation layout and message history, see Review Ticket Conversations.
If the reply cannot be sent
- Check that the message contains text; the Send Reply button is disabled when the reply is empty.
- Check the staff member’s permission to reply to tickets.
- Retry only after confirming whether the previous message was added, to avoid sending duplicates.