Note: This feature is only available to companies with the Tickets module enabled. Contact our sales team if you’d like to learn more about managing post completion defects
📧 All ticket communication in one place
Tired of chasing updates across emails, spreadsheets, and phone calls? Now you can send messages to purchasers and receive their replies, all from inside Visibuild.
🆕 What's New
Direct communication is now built into the ticket activity feed. Post Completions managers can send a public reply to a purchaser straight from the ticket, and when they reply, their response flows directly back into the same thread. You can also leave internal comments visible only to your team, no more switching platforms or manually copying updates into a spreadsheet.
❓Why it Matters
Resolving a ticket has always meant juggling too many tools. Conversations got buried in inboxes, history disappeared when staff moved on, and it was never clear who last spoke to the end user or what was agreed. Now there's a single, continuous thread on every ticket. Transparent, timestamped, and always up to date.
How it Works
1️⃣ Open a ticket and go to the activity feed
2️⃣ To message the ticket contact, switch to
Public reply
- A blue compose area will show exactly who will receive it
- To leave a team-only note, use Internal commentinstead, external contacts will never see this
3️⃣ The ticket contact can reply to the message directly via their email
4️⃣ The reply automatically appears in the activity feed, no manual entry needed. You'll also get an email notification, and you can configure who gets notified via the ticket settings page.