Highlight blocks in email replies

Use a labelled highlight block when part of an email reply needs extra attention. You can mark sensitive information, an important instruction, a reminder, or a warning without changing the rest of your message.

Add a highlight block

1Open a ticket and choose Reply by email.
2In the reply toolbar, click Highlight, next to Add Zoom meeting.
3Choose Confidential, Important, Reminder, or Warning.
4Edit the placeholder text in the block, then finish and send your reply.

The block is added to the end of the message body. You can add more than one block and move or edit the surrounding content before sending.

Screenshot needed: the Highlight dropdown open in the email reply composer.highlight-dropdown-email-composer.png

Choose the right type

Type	Use it for
Confidential	Sensitive information, or a secure link to it.
Important	Something the recipient must not miss.
Reminder	A nudge about an outstanding item.
Warning	Something with a consequence, such as downtime, data loss, or an irreversible step.

Example: share sensitive information with a secure link

Create a secure link in your password manager, then paste that link into the email reply. Add a Confidential block so the recipient understands that the link contains the information.

A Confidential block starts with this text, which you can edit or keep:

Open the link below to view or copy the information — it is not included in this message.

Screenshot needed: a Confidential block as the customer receives it.confidential-highlight-customer-email.png

A Confidential block is a visual label, not a security controlIt does not encrypt, expire, restrict, or otherwise protect the message or link. Create and manage the secure link in your own password manager. FyneDesk does not create, detect, or integrate with password-manager secure links.

Secure links and email scanning

Email security services may open links automatically when a message is delivered so they can check the destination for threats. Microsoft Defender for Office 365 Safe Links is a common example. This automated check can use up a secure link that allows only one view before the recipient opens it.

When you create a secure link for a ticket reply, allow two or three views with a short expiry instead of limiting it to one view. The link still expires quickly, while the extra views make it much more likely to work after automated email checks.

Good practice

Use highlight blocks sparingly. If every part is highlighted, nothing stands out.
Choose a label that explains the meaning. Do not rely on colour alone.
Keep the text inside the block short and direct.

Availability and limits

Highlight blocks are available on all plans. No setup, add-on, permission, or admin configuration is required.
They are available in email replies on desktop. They do not appear in public comments, internal notes, or the mobile composer.
The four types, labels, colours, and icons are fixed and cannot be customized.
The Highlight interface is available in English, German, Spanish, Japanese, and Portuguese.