Sending Ticket Replies by Email

Agents can send customer-facing ticket replies through the configured email channel while continuing to work from the Helpdesk.

Reply from a ticket

1. Open the ticket.
2. Review the most recent customer message and ticket context.
3. Choose the customer reply action.
4. Write the response.
5. Add supported attachments when needed.
6. Confirm the recipients.
7. Send the reply.

Public replies and internal notes

A customer reply is different from an internal note.

Use internal notes for information intended only for authorized Helpdesk users.

Message history

Sent replies should remain associated with the ticket conversation so other agents can understand what the customer has already been told.

Good practices

Review recipients before sending. Avoid including internal information in a public reply, and make sure the response addresses the customer's actual request.