> For the complete documentation index, see [llms.txt](https://docs.keeping.com/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.keeping.com/help/getting-started/keeping-and-your-customer.md).

# Keeping and your customer

Understand what your customer sees when you use Keeping and how it's different from other help desks.

## What does my customer see?

All messages sent from Keeping to your customer **look like a regular email sent from your support mailbox.**

{% hint style="success" %}
Keeping never shows your customer a ticket id, "powered by" text, or any other information that indicates they are using a help desk.
{% endhint %}

Here's an example of what Keeping looks like to your customer.  Any reply from your agents to your customer **will come from your shared mailbox address**.  If you've setup Keeping using forwarding, Keeping sends an email on your behalf (see more on using Keeping with a [custom domain](/help/setup/connecting-a-mailbox/custom-domains.md)).

![What your customer sees after an agent replies.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FVufGItcZLtN7UsJS2bci%2FCustomer%20View.png?alt=media\&token=d4f55483-d1e0-4702-bed6-eca1146ed7b4)

## What do my agents see?

Your agents have a slightly different view of Keeping support tickets.  In the subject line, you'll see a 10 digit ticket ID.  And in the footer of the support ticket you'll see the email address of your customer, who they may have cc:ed, and which mailbox they sent their message to.

![Agent view of a Keeping ticket.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2F79SxtCmGajAy8GuddX6U%2FOpen%20Ticket.png?alt=media\&token=5daf5a3f-5e08-4151-b8f5-fee699692bd5)

When your agent replies to a ticket, **this information is removed** before it reaches your customer.

## Who gets the reply to a support ticket?

By default, when you reply to a message Keeping emails your customer along with anyone else they may have included on the cc: or to: line of their email to you.  In effect, when your agent replies to a support ticket in Keeping, it is a "Reply All". 

{% hint style="info" %}
**Good to know:** You cannot change or edit the list recipients to a support ticket.  Create a new ticket if you'd like to change the recipient list to a customer. 
{% endhint %}