Replying to Tickets



Respond to customers and keep conversations organized.

Sending a Reply



  • 1.Open the ticket from your dashboard
  • 2.Type your response in the reply box
  • 3.Click Send Reply
  • 4.The customer receives an email notification


    • Using AI Suggestions



    If AI has analyzed the ticket, you'll see a suggested response:
  • •Review the AI answer and confidence score
  • •Click Use Suggestion to auto-fill the reply box
  • •Edit as needed before sending
  • •Or dismiss and write your own


    • Internal Notes



    Add internal notes visible only to your team:
  • •Click the Internal Note tab
  • •Type your note (context for other agents, escalation notes)
  • •These are never shown to the customer


    • Ticket Actions



    From the ticket detail page:
  • •Change Status — update progress
  • •Change Priority — escalate or de-escalate
  • •Reassign — transfer to another agent
  • •Close — mark as resolved and archive