One of your customers might have posted this message asking for help in the community forums. The nice thing about this is that other customers can chip in to help answer questions, or your support team can post an answer.
The question and responses are archived and fully searchable using Helpy’s search engine, so that customers with a similar question in the future can benefit from past questions.
You can set up forums from the admin panel, and discussions are managed in the same way that private discussions are managed. If a customer posts private information by accident, you can easily mark the discussion private, or vice versa if you think the conversation would benefit other users.
