Technician can easily understand the threads between reply and internal notes of Service Desk tickets. The threads of internal notes are classified from reply threads.
I) Customer posted reply
The Technician can see the "blue colour" thread for the reply or comment posted by the customer.
II) Technician reply to the customer:
1)Go to Post reply --->Type the reply you want in the response field.
2)click "Post Reply" button.
Now the ticket shows the "Orange colour" for the replies sent to clients.
III) Internal Note posted by Technician
1)In Post internal note option--->Type the reply you want in the internal note tab.
2)click "Post note" button.
The posted Internal note shown as the "yellow colour" in the internal thread.