Difference between answer field and reply button

Hello, could someone please explain the difference between the “Enter to answer” field and the “reply” button when a ticket is being displayed. Thanks!

You have two possibilities: create a note public or private. Notes ara available only through Zammad web interface. Customers would have to login to see public notes. Or you can reply to customer e-mail. That would get delivered directly to customer inbox.

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This is already addressed in this issue: https://github.com/zammad/zammad/issues/372

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