{"id":2387,"date":"2024-07-19T10:20:09","date_gmt":"2024-07-19T10:20:09","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/setting-public-reply-permissions\/"},"modified":"2025-05-16T09:26:48","modified_gmt":"2025-05-16T09:26:48","slug":"setting-public-reply-authorizations","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/setting-public-reply-authorizations\/","title":{"rendered":"Setting Public Reply Authorizations"},"content":{"rendered":"\n<p>On the Grispi platform, you can use two types of responses when handling customer tickets: <strong>Public Reply<\/strong> and <strong>Internal Note<\/strong>.<\/p>\n\n\n\n<p>A <strong>Public Reply<\/strong> is a message used to contact and inform the customer. It is sent to the customer\u2019s email address and any additional addresses included in CC.<\/p>\n\n\n\n<p><strong>Internal Notes<\/strong> are comments visible only to team members using Grispi. These notes are not shared with the customer and are intended for internal communication.<\/p>\n\n\n\n<p>In Grispi, you can select which groups of users are allowed to respond publicly to customer tickets.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>First, from the Grispi main menu, go to the <strong>\u201cSettings\u201d<\/strong> section and click <strong>\u201cCompany\u201d<\/strong> in the left-side menu.<\/li>\n\n\n\n<li>Under the <strong>\u201cCompany\u201d<\/strong> menu, a screen will open where you can edit various settings. On this screen, look for the heading <strong>\u201cPublic Reply Authorization.\u201d<\/strong><\/li>\n\n\n\n<li>In the <strong>\u201cPublic Reply Authorization\u201d<\/strong> section, you can specify which user groups may respond publicly to tickets. There are two options:\n<ul class=\"wp-block-list\">\n<li><strong>All Groups:<\/strong> If you select this option, all user groups can reply publicly.<\/li>\n\n\n\n<li><strong>Selected Groups:<\/strong> If you select this option, only the groups you choose can respond publicly.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>A drop-down menu will appear for <strong>Selected Groups<\/strong>. From this menu, you can select the group or groups authorized to respond.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>After making the necessary selections, click the <strong>\u201cSave Changes\u201d<\/strong> button in the bottom-right corner of the screen.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"613\" src=\"https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-1024x613.png\" alt=\"\" class=\"wp-image-2394\" srcset=\"https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-1024x613.png 1024w, https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-300x179.png 300w, https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-768x459.png 768w, https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-50x30.png 50w, https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-60x36.png 60w, https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5-100x60.png 100w, https:\/\/support.grispi.com\/wp-content\/uploads\/2024\/07\/image-5.png 1140w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>By following these steps, you can easily set public-reply permissions on the Grispi platform. This configuration helps you designate the teams that respond to customer tickets and makes your customer-service processes more efficient.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>On the Grispi platform, you can use two types of responses when handling customer tickets: Public Reply and Internal Note. A Public Reply is a message used to contact and inform the customer. It is sent to the customer\u2019s email address and any additional addresses included in CC. Internal Notes&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"googlesitekit_rrm_CAowiMm_DA:productID":"","footnotes":""},"ht-kb-category":[43,39],"ht-kb-tag":[],"class_list":["post-2387","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-account-management","ht_kb_category-demand-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.7 (Yoast SEO v20.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Setting Public Reply Authorizations - Grispi Support<\/title>\n<meta name=\"description\" content=\"How to set public reply authorizations? 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