Replying: getting started

Every ticket has a composer below its thread. It does three things: send a reply to the customer, log a call or visit, or add an internal note that only your team can see.

🎬 Companion video: V5 — Reply like a pro (coming soon)

Reply, Log, or Internal Note

At the top of the composer, switch between:

Reply — emails the customer.
Log — records what the customer told you by phone or in person. It's added to the conversation, and nothing is sent to them.
Internal Note — stays inside your team. It shows as a yellow note in the thread and is never sent to the customer.

The button for the mode you're in is highlighted, and the whole composer turns yellow in Internal Note mode. Most tickets open in Reply. A new draft ticket opens in Log.

If you don't see Reply, either the ticket has no customer email address or your role is collaborator. Collaborators see only Internal Note.

Send a reply

Make sure you're on Reply.
Type your message.
Click Send Reply, or press ⌘+Enter or Ctrl+Enter.

The reply is added to the thread and sent to the customer. If it can't be sent, it shows in the thread as not sent, with the reason.

Log a call or visit

Switch to Log, type what the customer said, and click Log message. It's added to the conversation under your name. Nothing is sent to the customer.

Add an internal note

Switch to Internal Note, type your note, and click Add Note. The same ⌘+Enter or Ctrl+Enter shortcut works. The note appears in yellow in the conversation, visible only to your team.

Attach a file

Click the paperclip Attach button and choose one or more files. All the files on one message can add up to 20 MB, and images you place inside the message count toward that total. Attached files are listed above the send button. Remove one with its ×, then send as usual.

What about AI drafts?

When Kit drafts a reply, it appears in the ticket thread as an AI drafted a reply card. Nothing is sent yet.

Click Edit this draft to copy it into your composer. If you've already typed something, LittleDesk asks before replacing it.
Change anything you want, then send it like any other reply.

Click Dismiss on the card if you don't want to use it.

Kit can also ask to send a reply for you. That request waits for you as an approval in the inbox's Needs your review and in the ticket thread. Click Approve & send, Edit, or Reject. See the approval flow.

Next steps

Replying — how-to recipes — internal notes, attachments, collaborators, and AI drafts in detail.
Working tickets — properties, SLA, and the sidebar.