By default when an agent goes in to answer a support ticket, the default reply option will be a public reply which will send an email back to the customer.

If you'd like to default the reply to "Private Reply" (not sent nor visible to the end-user) follow these steps:

1.  Log in to your help desk with an administrative account

2. Click on Admin (left side menu) to access the Admin section

3. Click Manage, under Ticket Settings

4. Scroll down and turn ON this option: Default reply to private reply

5. Scroll down and Click Save to update the setting

6. You are now all set.  When your agents go to answer a support ticket, they will be defaulted to "Private Reply"

Want more information on Cayzu Help Desk? Visit www.cayzu.com