Andre

Hey, 

I'm not clear on how to do if I have a ticket that was initially a phone call and I need to reply with an email later on, how do I do this, within the ticket, I add in the CC the person's email and submit the public note or do I have to create a new ticket with the email in order for the reply to go through, or if the profile already has the email on it and avoiding the first two options and simply replying on the talk ticket on a public note would that go as an email or the person will not be getting anything at all?