# Keeping and your customer

## 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.](/files/MrgNmMyGq9A9lJtSDD02)

## 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.](/files/94vA1GMMEklDpEg4qmOP)

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 %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.keeping.com/help/getting-started/keeping-and-your-customer.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.