Understand Public Replies, Internal Notes, and System Timeline Entries
This article explains who can see each message type and why assignment/status/command/system events appear separately from customer conversation.
Where this fits in QC Support Ticket
QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.
Primary location: QC Support Ticket Agent Queue ticket detail, with global attachment/settings controls under Settings.
Timeline entry types
| Entry | Who sees it | Purpose |
|---|---|---|
| Public reply | Customer/guest and authorized staff | Actual customer-support conversation. |
| Internal note (Pro) | Authorized staff only | Private staff collaboration/context. |
| System/workflow event | Authorized staff and, where intentionally exposed, appropriate customer status context | Assignment, Status, commands and other system actions are recorded separately so they are not mistaken for authored customer messages. |
Important behavior and limits
- Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
- Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.
Keep the three records distinct
| Entry type | Use it for |
|---|---|
| Public reply | Part of the customer-visible conversation; appropriate for information the requester should read. |
| Internal Note (Pro) | Staff-only note for investigation, handoff or sensitive operational context; never customer-visible. |
| System timeline entry | Machine-recorded workflow history such as assignment, status, priority, close/reopen or relationship events. |
Operational rule
Do not put private staff commentary into a public reply and assume you can hide it later. Choose Internal Note before posting when content must remain staff-only. Use system timeline entries as audit context rather than as a substitute for a human explanation to the customer.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.