Replying to Tickets

Replying to Tickets

Communicate with customers through replies and internal notes. Send professional responses to customers or add private notes for your team.

Reply Area

Found at the bottom of the ticket detail view:

• Text Area - Auto-expanding textarea for your message
• Internal Note Toggle - Switch between public replies and private notes
• Attachment Button - Add files to your reply
• Send Button - Send reply or add note

Sending a Reply

1. Type your message in the reply text area
2. Ensure "Internal note" is toggled off (default)
3. Optionally attach files
4. Click "Send Reply"
5. Message appears in the conversation thread
6. Customer receives an email notification

Adding Internal Notes

li>Type your message in the reply text area
1. Toggle "Internal note" to on
2. Optionally attach files
3. Click "Add Note"
4. Message appears in the conversation thread
5. Marked with a lock icon
6. Only visible to your team, not the customer

Internal Notes

Use internal notes for:

• Collaborating with team members
• Documenting investigation steps
• Sharing information with support team
• Planning next actions
• Private discussions about the ticket

Message Types in Conversation

The conversation thread shows:

• Original Ticket - First message from customer
• Customer Replies - Messages from the customer
• Team Replies - Responses sent to customer
• Internal Notes - Private team messages with lock icon

Auto-Resize Textarea

The reply textarea:

• Automatically expands as you type
• Maximum height of 400 pixels
• Scrolls when exceeding maximum height
• Resets when content is cleared

Reply Actions

After sending:

• Toast notification confirms success
• Message count updates in the list
• Conversation scrolls to new message
• Textarea clears for next reply

Best Practices

• Use internal notes for team discussions
• Keep customer replies professional and helpful
• Address all points the customer raised
• Be clear and concise in your responses
• Use internal notes to document investigation