Agents can reply to a customer using the Reply option or the shortcut key “R” on the ticket details page.
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.
There are various formatting options available in the toolbar.
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.
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.
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.