What your customer sees in a reply

You write the answer. Helpdesk adds a sign-off, a short quote of the customer's own words and a link back to the ticket before the mail leaves. None of this shows in the editor, so here is what arrives.

From the top

1. Your answer, exactly as you wrote it.
2. The sign-off: a closing line, your name and the company name.
3. A thin divider labelled "Earlier in this ticket".
4. The customer's latest words, in smaller grey text with a sage bar beside them.
5. A link back to the ticket, such as "View this ticket online", when the mail may carry one.

The sign-off

• The closing line is in your own display language: "Kind regards", "Med venlig hilsen", "Mit freundlichen Grüßen" or "Med vänliga hälsningar". English is used when your language is unknown.
• Your name is included only when the desk shows handlers to customers (Show who is handling the request under the Customer portal settings). With that off, the sign-off is the closing line and the company name.
• The company name is the mail identity's name, or else the workspace name.
• It is not added when you signed the reply yourself, with your name on a short line at the end. It is never added to automated messages.

The quote

The divider label follows the sign-off's language:

• Only the customer's own latest words are quoted. The quote stops where their own quoted history starts: a run of quoted lines, an "Original Message" separator, an attribution line such as "On Monday ... wrote:", or a From line followed by Sent or Date and To or Subject lines. These are recognised in English, Danish, Swedish and German mail.
• Ordinary sentences that only look like headers, such as "From: London, To: Paris", stay part of the customer's words.
• When nothing of the customer's own is left, only a signature, an image or a phone footer, the reply carries no quote at all.
• In the plain-text part of the mail, the label sits on its own line above the quoted lines.

The link

The link back to the ticket sits below the quote. Its text follows the sign-off's language: "View this ticket online" in English and "Se sagen online" in Danish, and German and Swedish have their own wording. A reply sent by an automation rule always uses the English "View this ticket online".

A mail with people in Cc never carries the requester's personal link: it shows the portal's address instead, or no link. See Copy people on a ticket (CC).

What stays the same

• The ticket view and the customer portal show your reply as you wrote it, without the sign-off and the quote.
• A quote you place in the middle of your own reply, a reply without a quote, a plain-text reply and an automation's reply are sent unchanged.
• Tables in your reply get borders that Outlook and Gmail show; see Tables in the editor.