LiveAgent has a handy feature, that allows your agents to reply to ticket notification they received in their mailbox, and LiveAgent can be configured to add this reply to the ticket exactly as if the agent had repllied in the LiveAgent panel. This setting is also applied for any email from agent's email address which is received in LiveAgent as a reply to any message already in ticket (if the email References header contains any previous email Message-ID in ticket).
This option can be configured in Configuration > Email > Email settings. The default value is to just add the agent's reply as an internal message and not send the reply to ticket recipients.
The 2 possible options "do not send the reply to ticket recipient" or "treat as agent's reply and send the reply to all ticket recipients" are applied only if the only recipient of the reply from agent is LiveAgent mail account. If there are multiple recipients, the setting is not considered.
- if all recipients of the reply from agent are only LiveAgent mail accounts or other agents, it is added as internal message and not sent to ticket recipients
- if the reply from agent is addressed to LiveAgent mail account plus somebody else, it is added as standard message, but is not sent to ticket recipients, because the agent deliberately sent it to particular recipients. Since agent's message is the last one the ticket will be changed to Answered even though the email was not sent from LiveAgent.
- if the email is addressed only to LiveAgent mail account, and option "treat as agent's reply and send the reply to all ticket recipients" is selected, the reply is added to ticket and sent to all ticket recipients
- if the email is addressed only to LiveAgent mail account, and option "do not send the reply to ticket recipient" is selected, reply is added as internal message, and ticket status is not changed.
When agent's reply is added as internal message, it is not visible to customer in customer portal view of the ticket.
Note: There is one exception to this behavior: that is when agent does not reply, but creates a new ticket by sending a new email to LiveAgent mail account. Within such a ticket the agent is in role of Requester, and all the replies from his email address are considered as messages from Requester, i.e. from Customer.