As an Agent you can send public replies back to users who have access to the ticket using the Trumpet emoji (:trumpet:).
To withdraw a reply it is assumed that you have applied the reaction emoji Trumpet (:trumpet) on the message to reply.
- Identify the message you want to withdraw to make it not visible to Requesters anymore
- Press on the assigned Trumpet (:trumpet:) emoji on the message so it disappears
- Done! The message is now removed from the users who have access to the ticket view and not visible anymore.