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Replying to a Ticket

Updated on : July 22, 2022

Agents can reply to a customer using the Reply option or the shortcut key “R” on the ticket details page.

Reply Option
Reply Option

By clicking Reply, the Text editor appears. You can type a reply and click Update. While replying to a ticket, you can change the status if required.

Text Editor
Text Editor

There are various formatting options available in the toolbar.

Formatting Options
Formatting Options


Inserting an image
To insert an image, two options are available:
1. Directly paste an image in the editor.
2. Use the Insert Image option in the toolbar.

Insert Image Option
Insert Image Option


Attaching a file
To attach files, drag and drop the files in the file drop area or use the Browse button.

Supported file formats are – .zip, .rar, .7z, .pdf, .xls, .xlsx, .docx
Max cumulative allowed file size – 20 MB.

For attaching files larger than 20 MB, use the external file drives option and include a file link in the text area.

File Attachment
File Attachment


Note: An agent must have permission for replying to a ticket through the agent portal. To achieve this, the Reply ticket via agent portal checkbox should be enabled, as shown in the following image.

Enabling Permission Checkbox
Enabling Permission Checkbox

 

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