If you answer here you will send an email to your customer?If you answer in service camp chat you will automatically send an email to your customer? Or just chatting with your colleagues? See image where "Rispondi" is the Italian "Answer"
Hi The "Rispondi" in english translation "Reply"/"Asnwer" is sending message directly to your customer.On the other hand "Note" is not sending any message. Text that is written in note is a internal information that is only visible to your colleagues the ones who is staff in servicecamp