Write in the reply box and send. The customer gets an email, and their reply threads back into the same ticket.
Choose the status with the reply
The reply box asks what the ticket should become once you send. This is the habit that keeps a queue honest.
| You are | Set it to |
|---|---|
| Asking them a question | Waiting on User |
| Telling them you are on it | In Progress |
| Finished | Resolved |
Canned responses
Answers you send often are saved as canned responses and dropped into the reply box, attachments and all. Always read one before sending — a canned response that does not quite fit reads worse than a short original reply.
Attachments and images
Attach files to a reply, or paste an image straight into it. A screenshot with an arrow on it answers more questions than three paragraphs.
Including other recipients
Where a ticket has CC or external recipients, you choose per reply whether they are included. Check that before sending — it is the difference between keeping a vendor in the loop and telling a customer something meant for a colleague.