diff --git a/api/BusinessLogic/Helpers.php b/api/BusinessLogic/Helpers.php
index b841fd27..f356bfbb 100644
--- a/api/BusinessLogic/Helpers.php
+++ b/api/BusinessLogic/Helpers.php
@@ -34,4 +34,47 @@ class Helpers extends \BaseClass {
     static function heskHtmlSpecialCharsDecode($in) {
         return str_replace(array('&amp;', '&lt;', '&gt;', '&quot;'), array('&', '<', '>', '"'), $in);
     }
+
+    static function heskMakeUrl($text, $class = '', $shortenLinks = true) {
+        if (!defined('MAGIC_URL_EMAIL')) {
+            define('MAGIC_URL_EMAIL', 1);
+            define('MAGIC_URL_FULL', 2);
+            define('MAGIC_URL_LOCAL', 3);
+            define('MAGIC_URL_WWW', 4);
+        }
+
+        $class = ($class) ? ' class="' . $class . '"' : '';
+
+        // matches a xxxx://aaaaa.bbb.cccc. ...
+        $text = preg_replace_callback(
+            '#(^|[\n\t (>.])(' . "[a-z][a-z\d+]*:/{2}(?:(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@|]+|%[\dA-F]{2})+|[0-9.]+|\[[a-z0-9.]+:[a-z0-9.]+:[a-z0-9.:]+\])(?::\d*)?(?:/(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@|]+|%[\dA-F]{2})*)*(?:\?(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@/?|]+|%[\dA-F]{2})*)?(?:\#(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@/?|]+|%[\dA-F]{2})*)?" . ')#iu',
+            create_function(
+                "\$matches",
+                "return  make_clickable_callback(MAGIC_URL_FULL, \$matches[1], \$matches[2], '', '$class', '$shortenLinks');"
+            ),
+            $text
+        );
+
+        // matches a "www.xxxx.yyyy[/zzzz]" kinda lazy URL thing
+        $text = preg_replace_callback(
+            '#(^|[\n\t (>])(' . "www\.(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@|]+|%[\dA-F]{2})+(?::\d*)?(?:/(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@|]+|%[\dA-F]{2})*)*(?:\?(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@/?|]+|%[\dA-F]{2})*)?(?:\#(?:[^\p{C}\p{Z}\p{S}\p{P}\p{Nl}\p{No}\p{Me}\x{1100}-\x{115F}\x{A960}-\x{A97C}\x{1160}-\x{11A7}\x{D7B0}-\x{D7C6}\x{20D0}-\x{20FF}\x{1D100}-\x{1D1FF}\x{1D200}-\x{1D24F}\x{0640}\x{07FA}\x{302E}\x{302F}\x{3031}-\x{3035}\x{303B}]*[\x{00B7}\x{0375}\x{05F3}\x{05F4}\x{30FB}\x{002D}\x{06FD}\x{06FE}\x{0F0B}\x{3007}\x{00DF}\x{03C2}\x{200C}\x{200D}\pL0-9\-._~!$&'(*+,;=:@/?|]+|%[\dA-F]{2})*)?" . ')#iu',
+            create_function(
+                "\$matches",
+                "return  make_clickable_callback(MAGIC_URL_WWW, \$matches[1], \$matches[2], '', '$class', '$shortenLinks');"
+            ),
+            $text
+        );
+
+        // matches an email address
+        $text = preg_replace_callback(
+            '/(^|[\n\t (>])(' . '((?:[\w\!\#$\%\&\'\*\+\-\/\=\?\^\`{\|\}\~]+\.)*(?:[\w\!\#$\%\'\*\+\-\/\=\?\^\`{\|\}\~]|&amp;)+)@((((([a-z0-9]{1}[a-z0-9\-]{0,62}[a-z0-9]{1})|[a-z])\.)+[a-z]{2,63})|(\d{1,3}\.){3}\d{1,3}(\:\d{1,5})?)' . ')/iu',
+            create_function(
+                "\$matches",
+                "return  make_clickable_callback(MAGIC_URL_EMAIL, \$matches[1], \$matches[2], '', '$class', '$shortenLinks');"
+            ),
+            $text
+        );
+
+        return $text;
+    }
 }
\ No newline at end of file
diff --git a/api/BusinessLogic/Tickets/CreateReplyRequest.php b/api/BusinessLogic/Tickets/CreateReplyRequest.php
new file mode 100644
index 00000000..e0d5bcd6
--- /dev/null
+++ b/api/BusinessLogic/Tickets/CreateReplyRequest.php
@@ -0,0 +1,12 @@
+<?php
+
+namespace BusinessLogic\Tickets;
+
+
+class CreateReplyRequest {
+    public $trackingId;
+    public $emailAddress;
+    public $replyMessage;
+    public $hasHtml;
+    public $ipAddress;
+}
\ No newline at end of file
diff --git a/api/BusinessLogic/Tickets/ReplyCreator.php b/api/BusinessLogic/Tickets/ReplyCreator.php
new file mode 100644
index 00000000..cfbf74a0
--- /dev/null
+++ b/api/BusinessLogic/Tickets/ReplyCreator.php
@@ -0,0 +1,60 @@
+<?php
+
+namespace BusinessLogic\Tickets;
+
+
+use BusinessLogic\Emails\EmailSenderHelper;
+use BusinessLogic\Exceptions\ApiFriendlyException;
+use BusinessLogic\Helpers;
+use BusinessLogic\Security\UserContext;
+use BusinessLogic\ValidationModel;
+use DataAccess\AuditTrail\AuditTrailGateway;
+use DataAccess\Security\UserGateway;
+use DataAccess\Statuses\StatusGateway;
+use DataAccess\Tickets\TicketGateway;
+
+class ReplyCreator {
+    private $statusGateway;
+    private $ticketGateway;
+    private $emailSenderHelper;
+    private $userGateway;
+    private $auditTrailGateway;
+
+    public function __construct(StatusGateway $statusGateway,
+                                TicketGateway $ticketGateway,
+                                EmailSenderHelper $emailSenderHelper,
+                                UserGateway $userGateway,
+                                AuditTrailGateway $auditTrailGateway) {
+        $this->statusGateway = $statusGateway;
+        $this->ticketGateway = $ticketGateway;
+        $this->emailSenderHelper = $emailSenderHelper;
+        $this->userGateway = $userGateway;
+        $this->auditTrailGateway = $auditTrailGateway;
+    }
+
+    /**
+     * @param $replyRequest CreateReplyRequest
+     * @param $heskSettings array
+     * @param $modsForHeskSettings array
+     * @param $userContext UserContext
+     * @throws ApiFriendlyException
+     */
+    function createReplyByCustomer($replyRequest, $heskSettings, $modsForHeskSettings, $userContext) {
+        $ticket = $this->ticketGateway->getTicketByTrackingId($replyRequest->trackingId, $heskSettings);
+
+        if ($ticket === null) {
+            throw new ApiFriendlyException("Ticket with tracking ID {$replyRequest->trackingId} not found.",
+                "Ticket not found", 404);
+        }
+
+        $validationModel = new ValidationModel();
+        if (!strlen($replyRequest->replyMessage)) {
+            $validationModel->errorKeys[] = 'MESSAGE_REQUIRED';
+        }
+
+        if ($modsForHeskSettings['rich_text_for_tickets_for_customers']) {
+            $replyRequest->replyMessage = Helpers::heskMakeUrl($replyRequest->replyMessage);
+            $replyRequest->replyMessage = nl2br($replyRequest->replyMessage);
+        }
+    }
+}
\ No newline at end of file