How to edit a reply or note message of a ticket

This option helps to remove any sensitive information, or any credentials wrongly shared in the ticket. However, emails already sent to customers for previous updates cannot be reverted.

Consider the following things before you edit a message:

• The option to edit a message is only available in Agent Portal, and only the agent that have permission to edit can use this feature.
• The email notification already sent for message update before editing the message will not be reverted.
• Email cannot be sent when a message is edited by an agent.
• File attachments in a message cannot be edited. Instead, you can use the Delete file option to remove the file.
• Satisfaction rating messages and already deleted messages cannot be edited.

How to edit a ticket reply in the agent Portal

Follow the given steps to edit a message:

1. Open the ticket and navigate to the message which needs to be edited.
2. Click the highlighted icon (⋮) and choose the Edit Message option.

3. Enter the new content and click on the Update option to update the changes.

4. After editing, it will be shown as edited and the new content will replace the old content.

Edit Reply Permissions

To access the Edit public comments feature, an agent should enable the Edit public comments in a ticket permission. Refer to this article to know more about Roles and Permissions.

How to edit a ticket note message in the agent portal

Follow the given steps to edit a note:

1. Open the ticket and navigate to the note which needs to be edited.
2. Click the highlighted icon (⋮) and choose the Edit Message option.

3. Click on the Update after editing the note to update the changes.

4. After editing, it will be shown as follows:

Edit Notes Permissions

To access the Edit Notes feature, an agent should enable the Edit private notes in ticket permission. Refer to this
article to know more about Roles and Permissions.