Reply to a ticket and add notes

Reply to a ticket and add notes

Communicate with the customer or keep private notes for your team, all from the ticket.

Send a reply to the customer

1. Open the ticket.
2. Make sure the ticket is assigned to a team member. A reply cannot be sent until the ticket is assigned.
3. Write your message in the reply box.
4. Enter at least one recipient in the To field. You can also add Cc and Bcc recipients and an optional subject.
5. Optionally attach files, or attach existing account documents.
6. Send the reply. The message is emailed to the recipients you entered.

Add an internal note

1. Open the ticket and choose to add an internal note instead of a reply.
2. Write your note and save it. Internal notes are kept private to your team and are not emailed to the customer.

Tip: If a ticket is still New when you reply, it automatically moves to Open.

See also: Support Tickets Overview