Running support: tickets, threading & replies — Who can do what

• If you can open the record you can read its whole thread, internal notes included. • Replying takes the same permission as editing the record — a read-only viewer sees the conversation and gets no composer. • Internal notes never leave the workspace: they are not emailed and never appear on any anonymous surface. • The secret in a reply address is the mailbox token; the record id in it is routing only, and mail naming a record outside that mailbox's table is never threaded onto it.